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SoFi's Collections Center of Excellence (CCoE) is seeking a Senior Operations Surveillance and Support Specialist to join a dynamic team focused on operational excellence and member success. In this role, you will proactively monitor key workflows, review exception reports to identify trends and gaps in process adherence, and perform quality reviews using speech analytics and predefined checklists. You'll act as a validator for high-risk activities, ensuring accuracy and compliance with policies, while documenting control procedures for Business Control Testing, Internal Audit, and regulatory exam requests.
Key responsibilities include completing remediation as necessary, supporting control testing efforts, assisting with building or refining test plans under manager direction, and collaborating with team members to communicate risks and process improvement opportunities. You'll stay current on procedural and regulatory changes, adjusting reviews accordingly, and complete assigned monitoring and reporting tasks in a fast-paced environment. Ad hoc operational support tasks will also be part of your day-to-day work.
You'll need 4–6 years of collections experience and at least 4 years of general customer service or operations support experience. Strong written communication skills, excellent attention to detail, and the ability to work independently with minimal supervision are essential. You should be adaptable, open to learning new tools and processes, and maintain a positive, professional attitude. Preferred qualifications include 1–2 years of personal loan and/or credit card collections experience, a background in consumer credit or financial services operations, and an Associate's or Bachelor's degree in Business, Finance, or Operations. Technical proficiency with Windows/MacOS, Microsoft Office, Excel, PowerPoint, Slack, and Zoom is expected. Knowledge of collection regulations (FDCPA, FCRA, UDAAP) is a plus.
