Payment Operations Coordinator

The role

The Research and Adjustments Associate is responsible for investigating and completing transaction research requests made by internal SoFi staff and SoFi Members for various transactions. Types of transactions that may require research and adjustments include but are not limited to ACH, Wires, Zelle and Debit Card. Additionally, the Research and Adjustments Associate will complete member follow-up on research requests to ensure issues are resolved meeting regulatory timelines. Daily responsibilities will cover various functional areas such as: analyses, report generation, transaction processing, data entry, monitoring automated file processing, assisting with daily settlements and G/L(General Ledger) reconciliation, consistently meeting processing deadlines, and resolving operational issues to ensure exceptional member service to SoFi’s member base.

As part of a dynamic team, Back Office representatives provide quality service and effective and efficient operational support for the assigned area’s internal and external business partners as well as providing advice and assisting with training for less experienced team members. Individuals at this level are expected to use some independence of thought but to refer more complex problems to department management. The hours of the position will be 8:00am – 5:00pm, Monday through Friday.  These hours may change as volumes adjust to meet daily deadlines.

What you’ll do:

• Complete research requests for internal staff and customers with a high sense of urgency including meeting service and communication standards


• Manage member follow-up on research and/or follow-up items as requested by members or partners within the bank including transaction research on ACH, Wires, Zelle and Debit Card etc. 


• Complete member callbacks as needed to ensure the resolution of member issues 


• Perform account maintenance which could include account closing/reopen 


• Work in partnership with the fraud team on fraud issues including account takeover


• Ensure SOPs are accurate, assist with updating procedures or process maps as needed 


• Leverage analytical skills to problem-solve member issues and to escalate issues that may relate to a bank incident or issue 


• Assist front-office staff with questions so they can, in turn, assist our members


• Assist with posting, incident, and settlement issues, as needed


• Assist in strategic planning and implementation of processes to meet business goals


• Review and process transactions pertaining to banking operations services


• Maintain internal operational and financial controls to ensure that they meet banking standards


• Proactively identify ongoing issues within operations and attempt to resolve them on an immediate basis so that they do not affect the member-organization relationship


• Other duties as assigned

What you’ll need:

• High school diploma – required


• Minimum of 1 year of relevant banking operations experience


• Knowledge of ACH, Banking Transactions is preferred but not required


• Deep understanding of how the financial world works


• Ability to analyze data while demonstrating exceptional attention to detail and accuracy


• Proven ability to work independently, prioritizing tasks in order of importance to meet deadlines 


• Proven excellent problem-solving skills


• Solid written and communication skills


• General accounting knowledge