Director, Member Advocacy and Complaint Experience

About the Role

Helping our Members "Get their Money Right" means listening to our Members at every point in their SoFi journey and ensuring we make that experience better, every day! Our Director, Member Advocacy and Complaint Experience will have responsibility for creating a scalable, regulatory compliant, and digitally innovative end-to-end SoFi processes to support SoFi's Member Experience Team and our Members who have expressed an opportunity for us to improve their experience. This team owns end-to-end Complaint Management across all products and channels of engagement at SoFi and will execute exceptionally to capture, analyze, and act on Member pain points. You will ensure our program exceeds all regulatory requirements while providing industry defining Member advocacy for our Member experience. Director, Member Advocacy and Complaint Experience will partner with key Business Unit leaders, Member Service Delivery, Legal, Compliance, Risk Management, and Engineering to deliver our program and represent SoFi during regulatory exams.

Director, Member Advocacy and Complaint Experience will have responsibility for managing the complaints capture process/channels, training, all input, and output, technology, analytics, performance management, Enterprise Complaints Sub-Committee leadership, and broad accountability for ensuring program design exceeds regulatory expectations, and provides industry-defining outcomes. This critical leader will assess infrastructure needs and create a gap analysis benchmarking SoFi to industry best practices and leading digital experiences across other industries. Design a roadmap and strategic plan with forward thinking to address and prioritize most critical needs. The leader will also be tasked to develop and continuously innovate to deliver best in class automated processes that drive operational efficiency. Director, Member Advocacy and Complaint Experience will report to the Vice President, Global Operations and Risk Business Controls.

Key responsibilities include:

Leadership Impact. Partner to provide leadership to our team including peers and leaders at all levels across SoFi to drive a strong complaint experience process and outcomes.

Subject Matter Expert. Demonstrate deep subject matter expertise in building, enhancing, and scaling a regulated financial services complaint management program.

LI^2, Learn Innovate Iterate. Enhance our current operating model. Develop processes and outcomes that are scalable and efficient and exceed regulatory expectations. Challenge the status quo!

Member Advocacy. Ensure Complaint program structure is aligned to our relentless focus on Member Advocacy while ensuring our risk-based program prevents violations of law, rule, or regulation and design and delivery

Everyone at SoFi is a Risk Manager. Managing risk is at the heart of everything we do – this program must ensure our Risk Management and Compliance Management frameworks are implemented to maintain risk levels within SoFi's risk appetite. You are responsible for escalating early to ensure SoFi and our Members are protected.

Outcome Accountability. Challenge outcomes and decisions that may drive Complaints, and hold team members accountable for improved results and resolutions.

Excellence is our Standard. Ensure the accuracy and completeness of complaint reporting, particularly with regard to regulatory violations and Member harm.

Regulatory Excellence. Iterate on processes to ensure compliance with changing regulations, industry best practices, and standards. Build a program for the future that reflects the heightened standards of tomorrow – not where we are today. Preparation for and partnership with Business Controls for regulatory exams.

Concise Communications. Demonstrate strong communication internally and externally, appropriately escalating and mitigating critical issues to senior and executive business leaders.

Insights. Drive actionable insights analytics that identifies real-time trends and provides visibility into root cause identification and remediation

Collaborate with Impact. Collaborate with business partners across all operating businesses within SoFi Technologies on an ongoing basis and demonstrate the ability to influence others, and make sound judgment decisions.

Details Matter. Demonstrate the ability to be in the details of managing this process and ability to articulate an end to end understanding of the governing regulations and processes.

Gap Assessment and Maturity Roadmap. Demonstrate ability to manage by quickly identifying gaps, partnering with the team to perform adequate root cause analysis, and driving timely gap closure and remediation with demonstrated positive progress results.

Lead the Industry. Provide knowledge of industry best practices that contribute to a model that we can build at SoFi that sets a new standard, exceeding regulatory requirements.

By joining SoFi, you'll become part of a forward-thinking company that is transforming financial services for the better. We offer the excitement of a rapidly growing startup with the stability of an industry leading leadership team.

Qualifications

• 7+ years regulated financial services complaint leadership experience, ideally from a top 20 bank (Federal Reserve - Bank Holding Company and/or OCC National Bank)

• Domain expert in end-to-end financial services complaints program design required

• Strong analytical expertise in developing insightful visualizations that provide impactful trends, actionable intelligence, and correlation across multiple dimensions.

• Experience required engaging with and/or presenting with Regulatory Agencies (OCC, U.S. Federal Reserve, CFPB)

• Leadership of Complaints Committee and Member Advocacy Programs

• Effective communication skills

• Process design experience (LEAN/Kaizen) to understand complaint root cause and path to remediation actions.