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The Role: SoFi’s Fraud Management team is looking for a data-driven analyst to bridge the gap between risk mitigation and member advocacy. This role is dedicated to identifying and offboarding "bad actors" already on the books before they can inflict further financial or reputational damage, and how the subsequent fraud and dispute process impacts our members. While we remain member-centric, this role acknowledges that the best way to serve our legitimate members is to remove the bad ones
Your mission is twofold: Protect the House by identifying and offboarding high-risk actors, and Empower the Member by driving NPS and First Call Resolution (FCR) through rigorous root-cause analysis
What You'll Do: {30%} NPS & Sentiment Analytics: Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints. You will identify "friction points" where our security protocols may be alienating legitimate members and recommend data-driven adjustments
{25%} Process & Data Analysis: Conduct comprehensive forensic analysis of existing fraud and dispute workflows. You will use SQL and behavioral data to identify "sleeper" accounts and high risk members, while simultaneously pinpointing bottlenecks that negatively impact NPS and FCR
{25%} Member Exit Execution: Apply data-driven criteria to identify high-risk members for offboarding. You will prepare the data sets for adverse action, ensuring we exit "bad members" based on clear evidence of behavioral or dispute-related risk. Reporting on impacts to the business
{10%} Business Case Development: Prepare cost-benefit analyses that justify the prioritization of fraud prevention and member experience. You will quantify the ROI of a "Member-First" friction reduction strategy, showing how improved FCR and NPS lead to higher member retention, reduce complaints, and lower operational costs
{ 10%} Strategic Maintenance & Pipeline Discovery: Continuously monitor the "health" of the fraud and dispute ecosystem. You will identify and document a backlog of new opportunities for risk reduction and experience improvement, ensuring stakeholders are aware of emerging trends that require future attention
What You’ll Need: Bachelor or advanced degree in Statistics, Business Analytics, Math or Economics
Strong data technical skills on databases, Excel/SQL/Python and data dashboard tools
Able to use different types of data to define business needs Highly motivated to drive change, eager to learn and create new things from scratch and able to work collaboratively in a complex and fluid environment
Experience of developing analysis structure using different data sources and analytical methods to meet business needs
Capability of defining and building business metrics and dashboard infrastructures and know how to automate the manual process to improve efficiency
Able to connect the dots between data and businesses to provide meaningful insights and actionable enhancements
Knows how to troubleshoot data and metrics gaps and be innovative to solve both technical and business problems Very strong communication skills by connecting the dots with the big picture with data and facts to support the story
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