Research and Adjustments Associate

Employee Applicant Privacy Notice

Who we are :

Shape a brighter financial future with us.

Together with our members, we're changing the way people think about and interact with personal finance.

We're a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront. We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Research and Adjustments Associate is responsible for investigating and completing transaction research requests made by internal SoFi staff and SoFi Members for various transactions. Types of transactions that may require research and adjustments include but are not limited to ACH, Wires, Zelle and Debit Card. Additionally, the Research and Adjustments Associate will complete member follow-up on research requests to ensure issues are resolved meeting regulatory timelines. Daily responsibilities will cover various functional areas such as : analyses, report generation, transaction processing, data entry, monitoring automated file processing, assisting with daily settlements and G / L(General Ledger) reconciliation, consistently meeting processing deadlines, and resolving operational issues to ensure exceptional member service to SoFi's member base.

As part of a dynamic team, Back Office representatives provide quality service and effective and efficient operational support for the assigned area's internal and external business partners as well as providing advice and assisting with training for less experienced team members. Individuals at this level are expected to use some independence of thought but to refer more complex problems to department management. The hours of the position will be 8 : 00am - 5 : 00pm, Monday through Friday. These hours may change as volumes adjust to meet daily deadlines.

What you'll do :

• Complete research requests for internal staff and customers with a high sense of urgency including meeting service and communication standards
• Manage member follow-up on research and / or follow-up items as requested by members or partners within the bank including transaction research on ACH, Wires, Zelle and Debit Card etc.
• Complete member callbacks as needed to ensure the resolution of member issues
• Perform account maintenance which could include account closing / reopen
• Work in partnership with the fraud team on fraud issues including account takeover
• Ensure SOPs are accurate, assist with updating procedures or process maps as needed
• Leverage analytical skills to problem-solve member issues and to escalate issues that may relate to a bank incident or issue
• Assist front-office staff with questions so they can, in turn, assist our members
• Assist with posting, incident, and settlement issues, as needed
• Assist in strategic planning and implementation of processes to meet business goals
• Review and process transactions pertaining to banking operations services
• Maintain internal operational and financial controls to ensure that they meet banking standards
• Proactively identify ongoing issues within operations and attempt to resolve them on an immediate basis so that they do not affect the member-organization relationship
• Other duties as assigned

What you'll need :

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and / or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants : Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

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