Research and Adjustments Associate

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.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Management and Manufacturing

Note : This refined description excludes extraneous postings and preserves the core responsibilities and requirements of the role.

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