MSD Escalations Analyst

The role:

The MSD Escalations Analyst will support the Senior Escalations Manager and a team of 25-35 SoFi Escalations agents by providing expert guidance, strategic direction and driving continuous improvement efforts across operations. They will partner with the team’s leadership and other cross-functional teams to drive strategic initiatives related to procedural controls, data analysis, reporting, process improvements, and product updates.

What you’ll do:

Escalations Management & Continuous Improvement:

• Monitor the day-to-day activities of the Escalations team to ensure compliance with internal policies, legal requirements, and regulations.
• Act as a subject matter expert in escalation management, continuously refining processes and implementing updates to improve operational efficiency and service delivery.
• Analyze data to uncover trends, identify the root causes of member friction, and deliver data-driven recommendations for improvements in products, processes, and policies.
• Partner with cross-functional teams to ensure Escalations insights are integrated into the change management process, aligning with overall business objectives.
• Foster a solution-oriented environment focused on resolving root causes of member issues and improving the overall member experience.
• Provide guidance and coaching to Escalations Account Managers on projects, ensuring effective execution and consistent quality.

Operational Leadership & Team Development:

• Assist in the onboarding and ongoing training of new and tenured Escalations Account Managers, ensuring they have the tools and knowledge to succeed.
• Coordinate team coverage strategies with leadership to ensure SLAs are met and a high standard of complaint resolution is maintained.
• Partner with management to prioritize business and information needs, ensuring member-centric solutions and effective resolutions.
• Identify and implement innovative solutions to improve the team's oversight capabilities, reporting processes, and overall efficiency.
• Act as the Direct Responsible Individual (DRI) for the Member Service Delivery Escalations team, ensuring timely execution and closure of issues for your assigned projects.
• Manage and execute controls for assigned projects, ensuring documentation, evidence gathering, and proper storage to maintain compliance and achieve an ‘effective’ control rating by Business Control Testing.
• Perform additional tasks and responsibilities as required.

What you’ll need:

• Minimum of 1 year of experience at SoFi, or 3+ years of direct customer escalations experience within financial services, resolving high-complexity member issues.
• 2-3 years of experience in data analysis and reporting, with a demonstrated ability to surface insights, create dashboards, and track performance metrics from various data points, preferably within Tableau. 
• Advanced proficiency in Google Workspace tools (Docs, Sheets, Slides, and Gmail), with the ability to build professional presentations and reports for senior leadership.
• Ability to break down challenges/opportunities with limited information, build a strategy, devise an action plan, identify resources, and project manage to completion.
• Excellent interpersonal skills, including building relationships across all levels, departments, and personality types to guideand influence stakeholders through decreasing complaints and escalated interactions.
• Ability to execute on key initiatives as a Directly Responsible Individual (DRI) with little oversight.
• Exceptional written and verbal communication skills required, and ability to synthesize, key messages and themes to present to stakeholders.
• Passion to learn, responsibly grow our business, and support our mission of helping members get their money right.