Crypto Analyst, Ops Transformation
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Job Location:
Cottonwood Heights, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
The Role
SoFis Member Service Delivery group is searching for an addition to the Crypto Servicing team. The Crypto Analyst Ops Servicing Transformation will work alongside the Sr. Manager of Crypto Servicing to help build effective and efficient processes to ensure members have a world-class experience when they trade crypto with this role you will support the evolution of crypto servicing operations by identifying gaps reducing friction points and helping scale solutions as the business grows. You will operate at the intersection of member experience operational execution and risk awareness bringing structure and clarity to complex or novel issues. This role is ideal for someone who thrives in fast-moving environments enjoys solving ambiguous problems and wants to help shape how crypto servicing is delivered at scale.
What Youll Do
- Act as a Subject Matter Expert (SME) within internal communication channels supporting frontline agents by answering complex questions related to blockchain transactions crypto account behavior internal policies and escalated issues.
Own and execute ad hoc and non-standard operational workflows including transaction reviews reconciliations and exception handling that falls outside automated processes.
Serve as a key crypto servicing point of contact for issues flagged by Engineering Product and Design (EPD) teams including:
Conducting outbound calls and written outreach to members impacted by technical bugs stuck transactions or other platform issues
Providing clear explanations and resolution paths to ensure positive member outcomes
Perform gap analysis and risk monitoring across operational controls such as training completion access reviews and process attestations to ensure requirements are consistently met.
Partner with cross-functional teams including EPD Compliance Business Controls and Risk to support issue resolution process improvements and operational readiness.
Contribute to documentation playbooks and knowledge-base materials to improve consistency accuracy and scalability across crypto servicing operations.
Escalate potential risks trends or recurring issues with clear context and recommendations.
What Youll Need
2 years of experience in customer support servicing or operations preferably in a financial services or technology environment.
Strong written communication skills with the ability to clearly explain complex technical or financial concepts to both internal teams and members.
Excellent analytical and problem-solving skills with the ability to investigate issues identify root causes and recommend next steps.
High attention to detail and a strong commitment to accuracy in a regulated environment.
Comfort working with ambiguity and evolving processes.
Proficiency inMicrosoft Excel and Google Workspace (Sheets Docs Slides).
Nice to Have
Exposure to crypto blockchain technology or digital assets (professional or personal).
Experience supporting or working alongside engineering or product teams.
Familiarity with operational risk controls or compliance concepts.
Experience handling outbound member communications in sensitive or complex situations.
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
