Senior Operations Surveillance and Support Specialist

About the role

SoFi’s Collections Center of Excellence (CCoE) is seeking a Senior Operations Surveillance and Support (OSS) Specialist to join our dynamic team. In 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 contributes to the success of SoFi’s 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 SoFi’s mission of helping members achieve financial independence while working within a highly collaborative and innovative environment.

Responsibilities

• 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.
• Document 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 CCoE’s day-to-day operations.

Requirements

• 4-6 years of collections experience.
• At least 4 years of general customer service 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.
• Positive, professional attitude and a strong work ethic.

Preferred Qualifications

• 1–2 years of personal loan and/or credit card collections experience.
• Background in consumer credit, student loans, or financial services operations.
• Associate’s or Bachelor’s degree in a related field (e.g., Business, Finance, Operations).
• Familiarity with operating systems (Windows, MacOS) and productivity suites (Microsoft Office, G Suite).
• Proficiency in spreadsheets (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.

Pay

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.

Benefits

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page.