Senior Member Risk & Experience Analyst

About the role

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. 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.

Responsibilities

• {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 criteria to identify high-risk members for offboarding. You will 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.

Requirements

• Bachelor or advanced degree in Statistics, Business Analytics, Math or Economics.
• Strong data technical skills on databases, Excel/SQL/Python and data dashboard tools.
• Able to use different types of data to define business needs
• Highly motivated to drive change, eager to learn and create new things from scratch and able to work collaboratively in a complex and fluid environment.
• 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
• Very strong communication skills by connecting the dots with the big picture with data and facts to support the story.
• 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!
• The Company hires the best qualified candidate for the job, without regard to protected characteristics.
• Pursuant to the San Francisco Fair C

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