The role:

The Digital Chatbot Analyst position is a unique opportunity to assist thousands of members that interact with SoFi’s services each day. We are looking for an individual with a strong blend of financial services and enterprise 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. This position is based in our office in Salt Lake City, Utah or Jacksonville, FL. 

The Digital Chatbot Analyst plays a critical role in the continuous improvement of our customer engagement model and shares a commitment to delivering positive experiences around our evolving products and services.The Digital Communications Member Experience Analyst leverages data and key insights to optimize member interactions for both members and our internal support team. This candidate must consistently drive actionable solutions for customer care, sales, quality, compliance, operations efficiency, and marketing groups. Our ideal candidate will enjoy partnering with internal stakeholders to uncover critical business drivers and meet the needs of our varied lines of business. This role requires a passion to help our members thrive in their financial journey. To be successful in this role, you’ll need superior analytical skills, keen attention to detail, and a proven ability to deliver results in a fast paced environment both individually and as part of a team.

What you’ll do: 

• Implement chatbot flows
• Determine keywords and phrases to train our software to recognize to create successful member interactions
• Recognize pertinent language patterns and conversational content that can lead to business value through product or operational improvements
• Review, calibrate, and validate the quality of data to verify analysis requirements in broadcasting the overall health of interactions across multiple products
• Manage and maintain solutions libraries that can be used across multiple lines of business
• Brainstorm value-added features and applications to further use our available technology

What you’ll need:

• 1+ years experience in B2C conversational English related to chatbots or with speech/text analytics solutions OR
• 1+ years experience with Contact Center business practices relevant to the appropriate products
• 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

Nice to have:

• Experience with Python or Javascript