Customer Service Process Specialist at SoFi

Salt Lake City, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Jan, 26

Salary

126000.0

Posted On

29 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Improvement, Project Management, Data Analysis, Stakeholder Management, Communication, Vendor Management, Capacity Planning, Training Development, Root Cause Analysis, Process Mapping, Documentation, Client Onboarding, Cross-Functional Collaboration, Performance Optimization, SOP Management, Analytical Skills

Industry

Financial Services

Description

Employee Applicant Privacy Notice 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’re looking for a results-oriented Process Specialist to elevate the operational excellence within our Customer Service organization. In this role, you’ll lead strategic initiatives that streamline workflows, enhance client onboarding, and improve team performance. You’ll serve as a critical connector between internal teams, clients, and vendor partners—translating insights into action and driving measurable outcomes. You’ll own the end-to-end process improvement lifecycle, from data-driven analysis and solution design to implementation, documentation, and performance optimization. What you’ll do: Project Management & Continuous Improvement: Drive and deliver a portfolio of process improvement initiatives that increase efficiency, quality, customer satisfaction, and scalability. Analyze workflows and performance data to pinpoint inefficiencies, diagnose root causes, and recommend actionable solutions that yield measurable impact. Build business cases and present data-backed proposals to leadership, ensuring alignment with company objectives. Implement and monitor process enhancements to ensure sustained performance gains and operational consistency. Client Onboarding & Stakeholder Management: Lead the Customer Service workstream during client implementations, ensuring all milestones are met for a seamless onboarding experience. Collaborate cross-functionally with Implementation and Relationship Management teams to define requirements, establish deliverables, and track progress against timelines. Represent Customer Service as a subject matter expert in client and partner discussions, clearly articulating capabilities, processes, and value propositions. Knowledge & Documentation Management: Own and evolve the knowledge management system to ensure all SOPs and Knowledge Base content are accurate, current, and actionable. Develop and deploy training materials that enable smooth adoption of new processes and reinforce team performance. Lead root cause analyses on critical escalations, identifying systemic issues and implementing preventative measures to reduce recurrence. Vendor & Resource Management: Manage vendor relationships to maximize service quality, productivity, and alignment with business goals. Oversee capacity planning and resource allocation to ensure the Customer Service team is equipped to meet forecasted demand. About You: You’re a strategic operator who thrives on solving complex challenges through structure, collaboration, and data. You excel at turning insights into action, and you’re driven by measurable results that enhance both the customer and employee experience. What you’ll need: Bachelor's degree in Business Administration, Operations Management, or a related field. 3-5 years of experience in process improvement, operations analysis, or a similar role. Demonstrated experience managing projects from start to finish, including planning, execution, and reporting. Strong analytical skills with the ability to interpret data and translate it into actionable project plans. Excellent communication and stakeholder management skills, with experience working cross-functionally and presenting to clients. Proficiency in process mapping and documentation. Experience with project management software (e.g., Jira, Asana, Smartsheet) is a plus. Nice to have: Customer Service Operations experience 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. This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below. Benefits To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page! US-Based Base Compensation $67,200—$126,000 USD 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.

Responsibilities

The Process Specialist will lead strategic initiatives to streamline workflows and enhance client onboarding within the Customer Service organization. This role involves managing the end-to-end process improvement lifecycle and driving measurable outcomes through data-driven analysis and solution design.