Business Analyst Cardholder Services Platforms

Description

Who we are:

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. SoFi Tech Solutions (formerly Galileo Financial Technologies) is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. SoFi Tech Solutions leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://tech.sofi.com/careers/ .

We are seeking a highly organized and analytical Business Analyst to support the Disputes Central and Fraud Central platforms. This role will serve as a liaison between Cardholder Services, Operations, Product, Engineering, clients, and technology partners.

The Business Analyst will support production operations, client onboarding, requirements gathering, user acceptance testing, platform configuration, reporting, enhancements, and release management. The ideal candidate will have strong problem-solving skills, excellent communication abilities, attention to detail, and experience translating business needs into effective technology solutions.

Responsibilities

• Support the Disputes Central and Fraud Central platforms, including production issue resolution, root cause analysis, ticket management, escalation, remediation, and agent coaching.
• Lead UAT and testing for new client onboarding, configuration changes, product enhancements, mandates, patches, and platform releases.
• Gather business and operational requirements, perform gap and process analysis, write user stories, and submit enhancement requests.
• Support client onboarding, platform configuration, credentials, intake forms, rollout tracking, and related implementation activities.
• Manage user provisioning, access audits, release communications, user guides, training, and stakeholder demonstrations.
• Develop and maintain reporting using Snowflake, Quavo BI, Pega Insight, and G-Analytics.
• Support EPD initiatives, including APIs, data pipelines, data ingestion requirements, reporting, and other technical delivery needs.
• Act as a liaison between Operations, Product, Engineering, clients, and technology partners.
• Provide backup support for Disputes Central onboarding activities, including configuration tickets, Salesforce updates, client intake forms, credentials, URLs, and rollout tracking.
• Provide backup support for miscellaneous Fraud Central responsibilities and other activities as assigned.
• Identify recurring issues, operational risks, and process improvement opportunities.
• Prioritize enhancements and work requests based on business need, client impact, operational risk, and expected value.
• Maintain accurate documentation, testing evidence, user guides, and operational procedures.
• Required Qualifications
• Bachelor’s degree in Business, Information Systems, Computer Science, Operations, or a related field; equivalent experience may be considered.
• Experience working as a Business Analyst, Systems Analyst, Operations Analyst, Product Analyst, or in a similar role.
• Experience gathering requirements and translating business needs into user stories, process documentation, or functional requirements.
• Experience coordinating UAT and managing defects through resolution.
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and work effectively across business and technical teams.
• Strong attention to detail and ability to work independently.
• Experience with ticketing, project management, reporting, or workflow tools.
• Preferred Qualifications
• Experience in financial services, payments, banking, debit cards, fraud, disputes, or cardholder servicing.
• Experience with Quavo, Pega, Snowflake, Salesforce, SmartSheets, Quavo BI, G-Analytics, or similar platforms.
• Experience supporting client implementations or onboarding activities.
• Familiarity with APIs, data pipelines, data ingestion, and reporting design.
• Experience working in an Agile environment.
• Experience creating process flows, data mappings, test scripts, and acceptance criteria.
• The Company hires the best qualified candidate for the job, without regard to protected characteristics.
• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
• New York applicants: Notice of Employee Rights
• SoFi Tech Solutions is committed to an inclusive culture. As part of this commitment, SoFi Tech Solutions offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com .
• We are unable to accommodate remote work from Hawaii, Alaska or Puerto Rico at this time.
• Internal Employees
• If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.