Dispute Investigative Quality Assurance Analyst

The role

The Dispute Investigative Quality Assurance Analyst works cross-functionally with business units across Operations to help ensure adherence to policies, procedures and compliance expectations. Serves as a Disputes Subject Matter Expert and proactively supports the Fraud Disputes team with data analytics, recommendations and proposed action plans to maintain performance, improve policies and procedures, and assist in developing training material. 

The SoFi Disputes CoE is a fast paced environment that is focused on both member and agent experience through the dispute resolution process. This role requires the ability to be comfortable and high performing in a changing and complex environment.

What you’ll do:

• Responsible for completing quality reviews of all stages of a dispute with a primary focus on decision accuracy.
• A Subject Matter Expert on all dispute types covered by the team; Reg E, Reg Z, Reg CC
• Stay up to date on industry trends as it relates to financial transaction activities and disputes
• Proactively work with management on team processes to provide feedback to help improve efficiency, accuracy & quality of reviews and highlight any concerns
• Adhere to department SLAs 
• Create and maintain strong/positive relationships with internal and external partners
• Ensure dispute activities comply with all laws, regulations, and SoFi directives 
• Proactively identify risks and opportunities, addressing and/or escalating issues to stakeholders and business unit leaders
• Deep understanding of processes within each SoFi product and recommend appropriate control points to ensure safety and soundness of functionality
• Partner with PMO and Engineering on automation and enhancements to processes
• Communicate ongoing evaluation and project performance with key stakeholders and business leadership
• Establish and maintain an effective feedback loop with stakeholders and business unit leaders
• Support special projects and seek efficiencies within QA processes
• QA production support when necessary

What you’ll need:

• Ability to learn net new processes and systems quickly
• Minimum 3 years of previous experience in banking or fintech disputes and investigations
• Knowledge of banking compliance trends, rules, and regulations
• Excellent organizational and both written and verbal communication skills
• Professional demeanor and excellent work habits, independently and in a team environment
• Interpersonal skills/ Ability to establish peer relationships 
• Experience working in processes that must adhere to  NACHA, Reg E, Reg CC, Reg D, Truth in Savings Act, etc.
• Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks
• Strong understanding of financial services, including operations and compliance, Reg E, Reg Z, 
• Ability to multi-task and manage competing priorities
• Must be detail oriented with an ability to work in a fast-paced environment
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)
• Proficient with Google Docs and Forms

Competencies

• A Combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions
• 3+ year working experience preferred in banking or credit union operations that provides a working knowledge of products, services, systems operational policies and procedures, and regulatory compliance issues
• Demonstrable decision making skills (experience making decisions, uncovering needs)
• Ability to be comfortable and high performing in a changing and complex environment.