Opportunities Resolution Specialist

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: As an Opportunities Resolution Specialist, you will serve as a trusted problem-solver for SoFi members, handling complex and escalated issues with empathy, urgency, and precision. You’ll collaborate across multiple internal teams to drive fast, effective solutions while identifying opportunities to strengthen processes, prevent future issues, and elevate the overall member experience. In this role, you will engage with members primarily through phone and email, delivering clear communication and high-quality resolutions. You’ll balance daily casework with root-cause analysis and continuous improvement efforts. This position requires independent decision-making, adaptability, and a strong passion for advocating for our members. What you’ll do: Investigate escalated inquiries and complaints, validating concerns, assessing risk, and driving cases to full resolution Contact members via phone and/or email to gather additional information, clarify issues, or provide updates Prepare accurate, high-quality written responses that meet internal standards and regulatory requirements Provide direct feedback and coaching to relevant teams or partners based on investigation outcomes Share trends, insights, and recommendations with leadership to support process improvements and elevate member experience Expand training materials and resources based on recurring patterns or emerging issues Identify opportunities for continuous improvement across people, processes, and technology Respond to complex or high-risk member inquiries outside the scope of frontline teams Triage escalations and partner with business units to ensure timely, accurate responses Review member complaint history to ensure consistency, fairness, and appropriate resolution Deliver clear, actionable updates to internal teams to support alignment and follow-through Participate in additional projects or responsibilities as assigned What you’ll need: 2+ years of customer service experience within banking, fintech, or financial services Demonstrated ability to manage complex, escalated, or sensitive customer situations Strong analytical and problem-solving skills, with sound judgment and attention to detail Self-starter mindset with the ability to work independently and take ownership Excellent verbal and written communication skills, including professional email correspondence Strong collaboration and relationship-building skills across cross-functional teams Ability to manage multiple priorities efficiently in a fast-paced environment Composure and professionalism under pressure or during challenging interactions Ability to quickly learn and adapt to new systems, workflows, and technology Must be fingerprinted and cleared by FINRA 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.