MSD Escalations Analyst
MSD Escalations Analyst
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1 Vacancy
Job Description
The role:
The MSD Escalations Analyst will support the Senior Escalations Manager and a team of 2535 SoFi Escalations agents by providing expert guidance strategic direction and driving continuous improvement efforts across operations. They will partner with the teams leadership and other crossfunctional teams to drive strategic initiatives related to procedural controls data analysis reporting process improvements and product updates.
What youll do:
Escalations Management & Continuous Improvement:
- Monitor the daytoday activities of the Escalations team to ensure compliance with internal policies legal requirements and regulations.
- Act as a subject matter expert in escalation management continuously refining processes and implementing updates to improve operational efficiency and service delivery.
- Analyze data to uncover trends identify the root causes of member friction and deliver datadriven recommendations for improvements in products processes and policies.
- Partner with crossfunctional teams to ensure Escalations insights are integrated into the change management process aligning with overall business objectives.
- Foster a solutionoriented environment focused on resolving root causes of member issues and improving the overall member experience.
- Provide guidance and coaching to Escalations Account Managers on projects ensuring effective and consistent quality.
Operational Leadership & Team Development:
- Assist in the onboarding and ongoing training of new and tenured Escalations Account Managers ensuring they have the tools and knowledge to succeed.
- Coordinate team coverage strategies with leadership to ensure SLAs are met and a high standard of complaint resolution is maintained.
- Partner with management to prioritize business and information needs ensuring membercentric solutions and effective resolutions.
- Identify and implement innovative solutions to improve the teams oversight capabilities reporting processes and overall efficiency.
- Act as the Direct Responsible Individual (DRI) for the Member Service Delivery Escalations team ensuring timely and closure of issues for your assigned projects.
- Manage and execute controls for assigned projects ensuring documentation evidence gathering and proper storage to maintain compliance and achieve an effective control rating by Business Control Testing.
- Perform additional tasks and responsibilities as required.
What youll need:
- Minimum of 1 year of experience at SoFi or 3 years of direct customer escalations experience within financial services resolving highcomplexity member issues.
- 23 years of experience in data analysis and reporting with a demonstrated ability to surface insights create dashboards and track performance metrics from various data points preferably within Tableau.
- Advanced proficiency in Google Workspace tools (Docs Sheets Slides and Gmail) with the ability to build professional presentations and reports for senior leadership.
- Ability to break down challenges/opportunities with limited information build a strategy devise an action plan identify resources and project manage to completion.
- Excellent interpersonal skills including building relationships across all levels departments and personality types to guideand influence stakeholders through decreasing complaints and escalated interactions.
- Ability to execute on key initiatives as a Directly Responsible Individual (DRI) with little oversight.
- Exceptional written and verbal communication skills required and ability to synthesize key messages and themes to present to stakeholders.
- Passion to learn responsibly grow our business and support our mission of helping members get their money right.
Required Experience:
IC
Employment Type
Full Time
