SoFi
Finance / FinServ
SeniorMemberRisk&ExperienceAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Member Risk & Experience Analyst at SoFi. Skills: Data analysis, Risk analysis, Member experience analysis, Fraud detection, Dispute analysis. Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints.. Identify 'friction points' where our security protocols may be alienating legitimate members and recommend data-driven adjustments.”
What You'll Achieve.
Protect the House by identifying and offboarding high-risk actors; Empower the Member by driving NPS and First Call Resolution (FCR) through rigorous root-cause analysis; Identify 'friction points' where our security protocols may be alienating legitimate members; Pinpoint bottlenecks that negatively impact NPS and FCR; Ensure we exit 'bad members' based on clear evidence of behavioral or dispute-related risk; Show how improved FCR and NPS lead to higher member retention, reduce complaints, and lower operational costs; Identify and document a backlog of new opportunities for risk reduction and experience improvement
Industry & Context.
Able to connect the dots between data and businesses to provide meaningful insights and actionable enhancements; Knows how to troubleshoot data and metrics gaps and be innovative to solve both technical and business problems
What They're Looking For.
Must Have
Bachelor or advanced degree in Statistics, Business Analytics, Math or Economics, data technical skills on databases, Excel/SQL/Python and data dashboard tools, Able to use different types of data to define business needs, Experience of developing analysis structure using different data sources and analytical methods to meet business needs, Capability of defining and building business metrics and dashboard infrastructures and know how to automate the manual process to improve efficiency, Able to connect the dots between data and businesses to provide meaningful insights and actionable enhancements, Knows how to troubleshoot data and metrics gaps and be innovative to solve both technical and business problems
Nice to Have
PhD preferred, specific ML framework experience, cloud platform certs
What You'll Do.
Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints.
Identify 'friction points' where our security protocols may be alienating legitimate members and recommend data-driven adjustments.
Conduct comprehensive forensic analysis of existing fraud and dispute workflows.
Use SQL and behavioral data to identify 'sleeper' accounts and high risk members
while simultaneously pinpointing bottlenecks that negatively impact NPS and FCR.
Apply data-driven criteria to identify high-risk members for offboarding.
Prepare the data sets for adverse action
ensuring we exit 'bad members' based on clear evidence of behavioral or dispute-related risk.
Reporting on impacts to the business.
Prepare cost-benefit analyses that justify the prioritization of fraud prevention and member experience.
Quantify the ROI of a 'Member-First' friction reduction strategy
showing how improved FCR and NPS lead to higher member retention
and lower operational costs.
Continuously monitor the 'health' of the fraud and dispute ecosystem.
Identify and document a backlog of new opportunities for risk reduction and experience improvement
ensuring stakeholders are aware of emerging trends that require future attention.
How You'll Work.
Team & Collaboration
Able to work collaboratively in a complex and fluid environment; Ensuring stakeholders are aware of emerging trends that require future attention
Communication Scope
Very communication skills by connecting the dots with the big picture with data and facts to support the story
Full Job Description
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: SoFi’s Fraud Management team is looking for a data-driven analyst to bridge the gap between risk mitigation and member advocacy. This role is dedicated to identifying and offboarding "bad actors" already on the books before they can inflict further financial or reputational damage, and how the subsequent fraud and dispute process impacts our members. While we remain member-centric, this role acknowledges that the best way to serve our legitimate members is to remove the bad ones. Your mission is twofold: Protect the House by identifying and offboarding high-risk actors, and Empower the Member by driving NPS and First Call Resolution (FCR) through rigorous root-cause analysis. What You'll Do: {30%} NPS & Sentiment Analytics: Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints. You will identify "friction points" where our security protocols may be alienating legitimate members and recommend data-driven adjustments. {25%} Process & Data Analysis: Conduct comprehensive forensic analysis of existing fraud and dispute workflows. You will use SQL and behavioral data to identify "sleeper" accounts and high risk members, while simultaneously pinpointing bottlenecks that negatively impact NPS and FCR. {25%} Member Exit Execution: Apply data-driven cri
Applying for this Senior Member Risk & Experience Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about SoFi?
Real rants from real employees. Read before you apply.