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Senior Operations Surveillance and Support Specialist
senior · Other
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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
Do you like to run after problems?
Can you do the right thing with minimal supervision?
SoFi’s Collections Center of Excellence (CCoE) is seeking a Senior Operations Surveillance and Support (OSS) Specialist to join our dynamic team. In this role, you will collaborate with experienced agents at SoFi, helping our members reach their financial goals while ensuring operational excellence. The Operations Surveillance and Support Specialist proactively contribute to the success of SoFi’s CCoE by reviewing exception reports to identify and address potential issues, performing quality reviews to enhance performance, executing control testing to strengthen business controls, and supporting various ad hoc operational activities. This position offers a unique opportunity to make a meaningful impact on SoFi’s mission of helping members achieve financial independence while working within a highly collaborative and innovative environment.
What you’ll do:
- Monitor key workflows and complete remediation as necessary
- Review exception reports to detect trends or gaps in process adherence.
- Perform routine quality reviews using tools like speech analytics and predefined checklists.
- Act as a “checker” for high-risk activities, validating accuracy and compliance with policies.
- Documenting control procedures and material to present to Business Control Testing, Internal Audit, and other exam requests.
- Support testing efforts by documenting results and helping ensure controls are working as intended.
- Assist with building or refining test plans, under the direction of the OSS Manager.
- Collaborate with team members and managers to communicate risks and process improvement opportunities.
- Stay up-to-date on changes in procedures and regulatory guidance, adjusting reviews accordingly.
- Complete assigned monitoring and reporting tasks on time, even in a fast-paced environment.
- Carry out ad hoc responsibilities that support the CCoE’s day-to-day operations.
What you’ll need:
- 4-6 years of collections experience.
- At least 4 years of general customer service or operations support experience.
- Excellent written communication skills, with the ability to clearly convey findings and feedback.
- Strong attention to detail, with a knack for identifying patterns or errors.
- Ability to work independently and manage multiple responsibilities with minimal supervision.
- Adaptability in a changing environment and openness to learning new tools or processes.
- A positive, professional attitude and a strong work ethic.
Preferred qualifications & technical proficiencies:
Preferred Experience:
- 1–2 years of personal loan and/or credit card collections experience.
- Background in consumer credit, student loans, or financial services operations.
- Associate’s or Bachelor’s degree in a related field (e.g., Business, Finance, Operations).
Technical Skills & Tools:
- Familiarity with operating systems (Windows, MacOS) and productivity suites (Microsoft Office, G Suite).
- Proficiency in spreadsheets (Excel, Google Sheets) and presentation tools (PowerPoint, Google Slides).
- Experience with communication tools like Slack and Zoom.
- Understanding of relevant collection regulations (FDCPA, FCRA, UDAAP, etc.) is a plus.
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.