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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
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:
- 5+ 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
- 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
- CFP designation is required
- FINRA S65 or ability to obtain within 90 days
Nice to have:
- Comfort or familiarity with LLMs, chatbots, JIRA
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