Associate Manager, Payment Operations
SoFi
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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
We are seeking a talented and self-motivated Associate Manager to support our Payments COE Team with Back Office functions. The Associate Manager, Banking Operations will be responsible for training and developing existing and new team members focused on researching various types of inquiries from members and support teams. Types of inquiries but not limited to are ACH, Zelle, P2P, Debit Card and Credit Card activities. This Associate Manager will work closely with the Manager of Banking Operations to facilitate operational excellence.
What you’ll do:
Manage a Bank Operations Team of up to 15 onshore and or offshore agents, driving their productivity and developmentBecome a Subject Matter Expert for Processes related to various tasks that your team performsBuild a rapport with staff to create a positive work environment and culture aligned to SoFi Values
- Mitigate risk by identifying, raising, tracking and addressing any potential issues associated with banking operations.
Data Management, ensuring the accuracy, security, and accessibility of data used in back-office operations. Troubleshoot issues with SoFi staff and engineering teamsProactively work with management to iterate and innovate team processes for improvement Adhere to department SLAs and partner with the global workforce team to make sure that team is working at capacity and address any gaps Research and stay up to date on industry trends as it relates to financial transaction activities Create strong/positive relationships with internal and external partnersEnsure transaction activities comply with all laws and regulations
- Reach out to members, when appropriate to mitigate escalated concerns or issues raised to sr. management
What you’ll need:
- Ability to learn net new processes and systems quickly
- Experience in creating new processes and writing training materials and procedures.
- Minimum 3 years of previous experience in banking operations
- Demonstrate ability to lead a team
- Knowledge of banking compliance trends, rules, and regulations
- Excellent organizational skills
- Strong written and verbal communication skills
- Analytical and problem-solving skills
- Professional demeanor and excellent work habits
- Sound judgment and decision-making skills
- Interpersonal skills/ Ability to establish peer relationships
Nice to Haves:
- Management experience preferred, but not required, familiarity with SoFi values a plus.
- Experience working in processes that must adhere to NACHA, Reg CC, Reg D, Truth in Savings Act, etc.
- Experience in customer service, as this role may require outbound calls
