AI Financial Planning Analyst

The role:

The AI Financial Planning Analyst position is a unique opportunity to assist thousands of members that interact with SoFi each day. We are looking for an individual with a strong blend of financial services and technology experience. Well developed communication and collaboration skills will be critical to the success of this role, as well as an aptitude for data, language, and technology. 

The AI Financial Planning Analyst plays a critical role in the continuous improvement of our AI Coach product and shares a commitment to delivering positive member experiences. The AI Financial Planning Analyst reviews member interactions with Coach chat daily to evaluate quality and report overall performance. The candidate must consistently drive actionable solutions for customer care, compliance, quality, engineering, and operations efficiency groups. This role requires a demonstrated passion for helping our members thrive in their financial journey. To be successful in this role, you’ll need a proactive, problem solving mentality, superior analytical skills, and a proven ability to deliver consistent results in a fast paced environment as a member of our team!

What you’ll do: 

• Review, calibrate, and validate the quality of financial planning guidance generated by SoFi’s AI Coach chat feature. 


• Identify opportunities for and implement chatbot intelligence enhancements


• Recognize potential risks or inaccuracies in chat outputs and escalate to appropriate internal partners (Ops, Product, Compliance)


• Contribute to solutions libraries that can be used across multiple lines of business


• Determine keywords and phrases to enable our software to recognize member intents to create successful interactions


• Brainstorm value-added features and applications to further use our available technology

What you’ll need:

• 3+ years of client-facing experience within financial services, ideally in an advisory capacity 


• Familiarity with financial federal regulatory guidelines and comfort identifying potential risks in written communications 


• Nice to have: S65 or CFP designation


• Nice to have: Comfort or familiarity with LLMs, chatbots, JIRA 


• Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving


• Exceptional written and oral communication skills related to communicating to cross-functional groups across key business areas


• Positive attitude, empathy, and customer-focused communication skills are required for impact on interaction with customers


• Innovative mindset, aptitude for learning new technologies/software and dexterity to adjust to changing priorities within a dynamic business


• Ability to act independently and proactively address problems as a self-starter


• Proven collaborative achievements in past roles


• Ability to work effectively with product development, engineers, and business team


• Bachelor's Degree in Business, Marketing, Communications, Statistics or other quantitative oriented fields or equivalent experience