Opportunities Resolution Specialist

The Role:

As an Opportunities Resolution Specialist, you will serve as a trusted problem-solver for SoFi members, handling complex and escalated issues with empathy, urgency, and precision. You’ll collaborate across multiple internal teams to drive fast, effective solutions while identifying opportunities to strengthen processes, prevent future issues, and elevate the overall member experience. In this role, you will engage with members primarily through phone and email, delivering clear communication and high-quality resolutions. You’ll balance daily casework with root-cause analysis and continuous improvement efforts. This position requires independent decision-making, adaptability, and a strong passion for advocating for our members.

What You’ll Do:

• Investigate escalated inquiries and complaints, validating concerns, assessing risk, and driving cases to full resolution

• Contact members via phone and/or email to gather additional information, clarify issues, or provide updates

• Prepare accurate, high-quality written responses that meet internal standards and regulatory requirements

• Provide direct feedback and coaching to relevant teams or partners based on investigation outcomes

• Share trends, insights, and recommendations with leadership to support process improvements and elevate member experience

• Expand training materials and resources based on recurring patterns or emerging issues

• Identify opportunities for continuous improvement across people, processes, and technology

• Respond to complex or high-risk member inquiries outside the scope of frontline teams

• Triage escalations and partner with business units to ensure timely, accurate responses

• Review member complaint history to ensure consistency, fairness, and appropriate resolution

• Deliver clear, actionable updates to internal teams to support alignment and follow-through

• Participate in additional projects or responsibilities as assigned

What You’ll Need:

• 1–2 years of customer service experience within banking, fintech, or financial services

• Demonstrated ability to manage complex, escalated, or sensitive customer situations

• Strong analytical and problem-solving skills, with sound judgment and attention to detail

• Self-starter mindset with the ability to work independently and take ownership

• Excellent verbal and written communication skills, including professional email correspondence

• Strong collaboration and relationship-building skills across cross-functional teams

• Ability to manage multiple priorities efficiently in a fast-paced environment

• Composure and professionalism under pressure or during challenging interactions

• Ability to quickly learn and adapt to new systems, workflows, and technology

• Must be fingerprinted and cleared by FINRA