Employee Applicant Privacy Notice
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The role
The Cards Relationship and Process Manager will work directly with strategic partners who help us run our Credit and Debit Card functions at SoFi. This role will manage the relationship with critical vendors that support the Money and Credit Card businesses and identify and lead process efficiencies and new integrations. In addition, this role will be responsible for the performance management of the vendors and be the primary point of contact for internal teams to the designated vendors. This role will also be critical to the strategy of vendor selection/long-term strategy, including managing existing partnerships and partner expansion strategies; creating, distributing, and evaluating RFPs; and hitting all deliverables associated with vendor/supplier management.
This role will be required to perform many functions, including, but not limited to, remittance reconciliation, data reconciliation, identifying servicing performance irregularities or exceptions, and driving enhanced performance by a third-party service provider. The ability to perform quantitative and qualitative analysis will be critical skills in this role. Additionally, this role will support the SoFi’s Card Network relationships, and become an expert on tools and systems.
This role would have a high level of interaction with internal and external parties. This role requires a broad knowledge of financial services in a customer service environment. The position will require a quick learner who is willing to get in and understand specific processes, has exemplary project management and organization skills, and has a proven track record of delivering results and driving cost-out improvements.
What you’ll do:
- Coordinate, communicate, and drive change in a cross-functional, fast-paced environment and lead and drive complex operational initiatives
- Proactively identify operational opportunities to increase service quality or efficiency
- Prepare and maintain detailed project plans during launch and post; status reports and issues logs
- Experience developing tools, reports, scorecards, and data visualizations that improve upon those currently employed for understanding the business and making decisions
- Proactively minimize operational risk
- Develop forward-thinking analysis to facilitate the generation of management reports and scale our automated processes
- Direct oversight of FiServ’s BPO services, including SLA management, leading to process efficiency
- Gain deep knowledge of Card Networks tools (i.e MasterCard Connect). Provide support to Card Networks Manager with access management, and with other initiatives to support scaling of Corporate Payment Services BU
- Closely partner with internal legal and compliance organizations, as well as third-party servicers, to improve, develop, and deploy initiatives in response to an ever-changing regulatory environment
- Facilitate and participate in monthly calls and periodic on-site reviews with servicers to discuss oversight activities and facilitate internal SoFi audits for compliance and Investors
- Assessing the Supplier’s compliance with applicable laws, rules, and regulations, with specific focus on UDAAP (Unfair Deceptive Acts and Abusive Practices)and BSA/AML, as appropriate, in conjunction with Compliance
- Review and monitor the performance of the SLA’s billing elements in invoices as agreed within the Supplier contracts. Identify invoice/process savings
- Conduct due diligence of the vendor per the Supplier Management Framework of SoFi
- Act as the main point of contact during incidents that involve processes and or vendors in his/her per view
What you’ll need:
- 5-7 years of experience with customer service, call center, credit card or banking industry
- Bachelor’s Degree, Masters’s Degree or MBA preferred
- Experience working with BPO (outsourcing) vendors
- Process improvement mindset – proven ability to identify cost savings opportunities and drive improvement projects
- Strong influencing and negotiation skills
- Ability to work within all levels of an organization to influence change and prioritization of critical work
- Strong analytical ability, good judgment, strategic and multidimensional thinker
- Ability to be flexible and accel in a continually changing environment
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!
Pay range: $89,600.00 – $168,000.00
Payment frequency: Annual
This role is also eligible for a bonus, equity and competitive benefits. More information about our employee benefits can be found in the link above.
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 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.