Issue Management Analyst

The role

SoFi Bank, N.A. seeks an energetic, detail-oriented, self-motivated, organized Issue Management Analyst to join our Operations and Risk Management team. This individual contributor role will report to the Director of Issue and Exam Management. This role is part of SoFi’s First Line of Defense (1LOD) and will partner with company-wide stakeholders and other risk program owners. The ideal candidate will thrive in a fast-paced environment, be an agile learner, and think strategically to ensure support for issue owners via resolution of the issues that impede their business. In addition, the Issue Management analyst will help ensure adherence to the Issue Management policies and procedures. 

What you’ll do:

• Learn, Innovate, Iterate: Manage and govern the complete Issue Management life cycle and incorporate best practices and innovative solutions.
• Effective Governance: Provide adequate issue documentation and supporting evidence to ensure issues/risks are fully resolved and successfully mitigate issue recurrence.
• Be an Issue Management trusted advisor: Serve as an Issue Management program trusted advisor, providing training and ongoing education to issue owners.
• Be an Ambassador: Inspiring our rapidly growing team, promoting best practices. Share your knowledge and experience across the organization.
• Optimize: Make adjustments to optimize the process for a better user experience.
• Maintain excellent communication with all levels of the organization, be responsive to Issue owners/managers, and provide appropriate training and cross-training to other SoFi team members as needed.

What you’ll need:

• Bachelor’s degree or equivalent work experience
• Team player mindset
• Experience in 1LOD Operational Risk Management
• 2+ years of relevant experience developing/managing an Issue Management Process, including an understanding of risk and control management
• Experience managing Issues, including identifying issues and risks and root causes, developing effective corrective action plans, addressing mitigating controls, and expertise validating issue closure evidence.
• Self-motivated
• Strong attention to detail 
• Well organized
• Strong problem-solving skills
• Experience using the Google suite of tools
• Ability to work under pressure, manage multiple tasks and competing priorities, meet deadlines, and adapt to change; comfortable dealing with ambiguity and uncertainty.
• Excellent critical, creative, and data thinking, decision-making, and innovative problem-solving skills
• Have strong interpersonal, verbal and written communication skills; capable of writing documentation and interacting positively with all levels of the SoFi enterprise.
• Be able to react to change quickly and implement new processes and procedures.
• Knowledge of issue management within a banking organization.
• Experience in a Banking or Fintech environment.

Nice to have:

• Experience with Governance Risk and Compliance systems (GRC)
• Experience with Tableau reporting software
• Information\Data Systems background
• Project Management or Risk Management certification