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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 Disputes Processing Associate is responsible for supporting the daily dispute activities at SoFi by performing triage of existing disputes and ensuring each dispute is completed in accordance with established procedures and processes. Daily responsibilities will include proper categorization of member disputes, ensuring members are updated to status, gaining additional information, and monitoring reports to ensure adherence to regulatory guidelines and SoFi standards.
As part of a dynamic team, the Disputes Processing Associate contributes to our best-in-class back office by delivering exceptional member service and providing efficient operational support. At the (S2) level, individuals are expected to follow established procedures while using sound judgment to identify and escalate more complex cases to team leadership.
What you’ll do:
- Develop as a subject matter expert for debit, credit card, ACH, P2P and Checks disputes processing and categorization.
- Demonstrates a strong understanding of dispute categorization, with the ability to accurately identify and classify disputes. Capable of supporting and guiding newer associates by answering questions and sharing expertise.
- Effectively communicates via email or phone with vendors and internal leaders to ensure tasks are completed accurately and on time. When additional information is required, the agent is comfortable reaching out to vendors or members to obtain the necessary documentation or answers to support accurate dispute processing.
- Process various types of disputes in accordance with Regulations E, CC, or Z.
- Ensure all dispute tracking is accurate and timely to ensure we are meeting regulatory timelines.
- Ensure SOPs are accurate by submitting changes to the Team Leads when necessary
- The hours of the position will be 8:00am-5:00pm EST, Monday through Friday. Please note, the hours may change as volumes increase to meet daily deadlines. Currently there is a one day a week office requirement.
What you’ll need:
- Required - High school diploma
- Minimum of 1+ years of relevant banking operations experience
- Deep understanding of how the financial services industry
- Ability to analyze data with strong attention to detail and accuracy
- Strong problem-solving skills
- Strong written and verbal communication skills
- General accounting knowledge
What the Team is Saying
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What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
