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The role:
This role will work closely with the Fair & Responsible Banking Officer to manage SoFi’s 2nd line Complaints Oversight program (the “Program”). As a subject matter expert, this role will consult on Complaint Management and regulatory risks, controls, issues and governance across the enterprise; educate business and other compliance partners on Complaint Management expectations; oversee execution of the Complaint Monitoring Plan; and develop and deliver Complaint Oversight Program updates to senior leadership and applicable Committees.
What you’ll do:
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Develop, maintain, and enhance Complaint Management policies, standard operating procedures (SOPs), and guidance documents, as needed, to integrate expectations of the Program into Business Unit’s day-to-day activities
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Execute effective governance and oversight of complaint management risk, as engaged by Compliance partners, including review of 1st line complaint handling procedures, review of complaint handling training materials, and monitoring of complaints for adherence to Policy requirements, and potential non-compliance with regulatory requirements
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Provide subject matter expertise, support and leadership to Compliance partners, Business Unit managers, Independent Compliance Testing, and Audit with regard to complaint-related issues and remediations
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Provide oversight and challenge of 1st line’s adherence to Program requirements and recommendations for improvement
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Support the Fair & Responsible Banking Officer in gathering artifacts, reviewing and/or drafting responses for complaint-related regulatory examinations and audits, as needed
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Oversee and/or execute special projects as assigned
What you’ll need:
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Possess and maintain superior knowledge of compliance laws and regulations including UDAAP and other applicable consumer compliance regulations
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Ten (10) plus years of compliance or risk experience at large regional financial institutions with at least seven (7) in a people leader role and at least five (5) focused on complaints oversight
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Applied experience in execution of complaint monitoring
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Excellent verbal and written communication skills including testing and monitoring reports and exam and audit responses
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Substantial broad-based knowledge and experience in applying laws and regulations, designing, managing and overseeing compliance programs, and processes and handling regulatory matters
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Ability to manage implementation of regulatory requirements with assigned business units
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Strong analytical skills
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 RightsSoFi is committed to embracing diversity. 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 [email protected].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.
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