Senior Member Risk & Experience Analyst

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 undergoing 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.

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 to assessing how the subsequent fraud and dispute process impacts our members. While remaining member‑centric, the role acknowledges that the best way to serve legitimate members is to remove the bad ones.

• {30%} NPS & Sentiment Analytics: Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints. Identify friction points where our security protocols may alienate legitimate members and recommend data‑driven adjustments.
• {25%} Process & Data Analysis: Conduct comprehensive forensic analysis of existing fraud and dispute workflows. Use SQL and behavioral data to identify sleeper accounts and high‑risk members, while pinpointing bottlenecks that negatively impact NPS and First Call Resolution (FCR).
• {25%} Member Exit Execution: Apply data‑driven criteria to identify high‑risk members for offboarding. Prepare the data sets for adverse action, ensuring we exit “bad members” based on clear evidence of behavioral or dispute‑related risk. Report impacts to the business.
• {10%} Business Case Development: Prepare cost‑benefit analyses that justify prioritizing fraud prevention and member experience. Quantify the ROI of a “Member‑First” friction‑reduction strategy, demonstrating how improved FCR and NPS lead to higher member retention, reduced complaints, and lower operational costs.
• {10%} Strategic Maintenance & Pipeline Discovery: Continuously monitor the health of the fraud and dispute ecosystem. Identify and document new opportunities for risk reduction and experience improvement, ensuring stakeholders are aware of emerging trends that require future attention.

• Bachelor or advanced degree in Statistics, Business Analytics, Math or Economics.
• Strong data technical skills in databases, Excel, SQL, Python and data dashboard tools.
• Ability 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 developing analysis structures using different data sources and analytical methods to meet business needs.
• Capability of defining and building business metrics and dashboard infrastructures and knowledge of how to automate manual processes to improve efficiency.
• Ability to connect the dots between data and business to provide meaningful insights and actionable enhancements.
• Knowledge of troubleshooting data and metrics gaps and an innovative approach to solving both technical and business problems.
• Very strong communication skills, connecting data and the big picture with facts to support the story.

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,…