Senior Operations Surveillance and Support Specialist

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Who we are:

The role

Do you like to run after problems

Can you do the right thing with minimal supervision

SoFis Collections Center of Excellence (CCoE) is seeking a Senior Operations Surveillance and Support (OSS) Specialist to join our dynamic this role you will collaborate with experienced agents at SoFi helping our members reach their financial goals while ensuring operational excellence. The Operations Surveillance and Support Specialist proactively contribute to the success of SoFis CCoE by reviewing exception reports to identify and address potential issues performing quality reviews to enhance performance executing control testing to strengthen business controls and supporting various ad hoc operational activities. This position offers a unique opportunity to make a meaningful impact on SoFis mission of helping members achieve financial independence while working within a highly collaborative and innovative environment.

What youll do:

• Monitor key workflows and complete remediation as necessary
• Review exception reports to detect trends or gaps in process adherence.
• Perform routine quality reviews using tools like speech analytics and predefined checklists.
• Act as a checker for high-risk activities validating accuracy and compliance with policies.
• Documenting control procedures and material to present to Business Control Testing Internal Audit and other exam requests.
• Support testing efforts by documenting results and helping ensure controls are working as intended.
• Assist with building or refining test plans under the direction of the OSS Manager.
• Collaborate with team members and managers to communicate risks and process improvement opportunities.
• Stay up-to-date on changes in procedures and regulatory guidance adjusting reviews accordingly.
• Complete assigned monitoring and reporting tasks on time even in a fast-paced environment.
• Carry out ad hoc responsibilities that support the CCoEs day-to-day operations.

What youll need:

• 4-6 years of collections compliance or operations support experience.
• Excellent written communication skills with the ability to clearly convey findings and feedback.
• Strong attention to detail with a knack for identifying patterns or errors.
• Ability to work independently and manage multiple responsibilities with minimal supervision.
• Adaptability in a changing environment and openness to learning new tools or processes.
• A positive professional attitude and a strong work ethic.

Preferred qualifications & technical proficiencies:
Preferred Experience:

• 12 years of personal loan experience.
• Background in consumer credit student loans or financial services operations.
• Associates or Bachelors degree in a related field (e.g. Business Finance Operations).

Technical Skills & Tools:

• Familiarity with operating systems (Windows MacOS) and productivity suites (Microsoft Office G Suite).
• Proficiency in spreadsheets (Tableau Excel Google Sheets) and presentation tools (PowerPoint Google Slides).
• Experience with communication tools like Slack and Zoom.
• Understanding of relevant collection regulations (FDCPA FCRA UDAAP etc.) is a plus.

Nice to Haves:

• Snowflake experience
• Airtable experience
• QA or controls experience