Director Of Specialty Servicing Center Of Excellence

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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 fintech company 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.
About The Role
SoFi’s Specialty Servicing Center of Excellence team has responsibility for creating scalable, compliant, and digitally native end to end Member journeys for critical, complex, specialized, and highly regulated processes. This team owns specialized servicing processes across all products at SoFi and will execute exceptionally to meet regulatory requirements while providing industry leading Member experiences. The Specialty Servicing COE will partner with key Business Unit, Member Service Delivery, and CoE leaders to represent SoFi during regulatory exams.
The Director, Specialty Servicing Center of Excellence will have responsibility for managing the teams supporting these processes and ensuring they are designed to exceed regulatory expectations, and provide an industry-defining Member experience. The leader will assess infrastructure needs and create a gap analysis benchmarking SoFi to industry best practices and leading digital experiences across other industries. Design a roadmap and strategic plan with forward thinking to address and prioritize most critical needs. The leader will also be tasked to develop and continuously innovate to deliver best in class automated processes that drive operational efficiency. You will partner with Risk, Business Controls, Legal, Compliance, Operations, and our Exam Management teams to deliver high performing outcomes. The Director of this COE will report to the Head of Operations, Member Service Delivery.
Key responsibilities include:

• Collaborate with business partners across SoFi on an ongoing basis and demonstrate the ability to influence others, and make sound judgment decisions.
• Establish key MIS and QA/QC functions to ensure visibility of all trends and present to senior management.
• Develop and build out our Specialty Servicing operating model. Develop processes that are scalable and efficient and exceed regulatory expectations.
• Demonstrate strong communication internally and externally, appropriately escalating and mitigating critical issues to senior and executive business leaders.
• Provide leadership and coaching to our team to drive strong performance outcomes on productivity, compliance, and member experience.
• Demonstrate the ability to be in the details of managing these processes and ability to articulate an end to end understanding of the governing regulations and processes.
• Demonstrate subject matter expertise in SCRA, and the management of highly regulated processes (SCRA, MLA, Probate, Bankruptcy, Reg E Disputes)
• Provide knowledge of industry best practices that provide for a simple customer experience balanced meeting regulatory requirements.
• Establish an initial and ongoing training program as well as effective tools for our agents across all products.
• Demonstrate ability to manage Operational Risk to quickly identify gaps, perform adequate root cause analysis, and drive timely gap closure and remediation.
• Continue to iterate on processes for continual improvement and alignment with regulations and industry best practices and standards. Challenge the status quo!
• Preparation for and partnership with Business Controls for regulatory exams

By joining SoFi, you’ll become part of a forward-thinking company that is transforming financial services for the better. We offer the excitement of a rapidly growing startup with the stability of an industry leading leadership team.
Qualifications

• Knowledge and/or understanding of Probate, Bankruptcy, and Regulation E
• Experience in SCRA required
• Experience required engaging(working) with and/or presenting with Regulatory Agencies
• Knowledge in MLA preferred
• Experience in SCRA process improvement/automation strongly encouraged

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.
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 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.