Senior Fraud Quality Assurance Specialist
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The Senior Fraud Quality Assurance Specialist provides oversight of the work completed by both SoFi Fraud Operations staff and or outsourced items with third party vendors. This position will play an essential role in building out the Fraud Operations QA program defining cadence, content, and reporting of performance results. Additionally this role will provide updates to Fraud Operations management on overall QA scoring, recommend and establish KPIs, and be a liaison between third party vendor supervisors and SoFi Fraud management.
What you’ll do:
- Monitor Fraud Ops/BPO inbound and/or outbound calls as well as fraud reviews to assess quality, compliance, decision making and/or process improvement opportunities
- Keep informed of current Fraud and Risk policies
- Assist in defining success metrics and establishes a plan to track, monitor and measure the success of those metrics
- Interact closely with matrixed cross-functional teams (both internal and external) in order to secure alignment.
- As necessary, diagnose, correct and document issues, risks and problems using Quality Assurance (QA) practices
- Perform all business intelligence analysis and make recommendations on how to mitigate
- Builds effective relationships with internal/external stakeholders and ensures alignment between stakeholders
- Track operational performance, KPI’s and best practices metrics and measures.
- Gather and format data into regular and ad-hoc reports, and dashboards and provide reports to management to action
- Research data and information to provide insights and recommendations
- Identify coaching insights and opportunities. Provides information to management regarding opportunities for coaching and training of employees to improve handling of calls/alerts
- Escalate high risk issues, behaviors or trends to management for corrective/remedial action as required
- Provide recommendations to improve the effectiveness of the fraud review process while maintaining cost effectiveness
- Assist with the development and implementation of the Fraud Ops QA testing strategy, such as focus areas, testing methodology, test standards, and frequency of testing (e.g., random and targeted testing on an as-needed basis)
- Follow-up with the business unit to ensure corrective actions are executed timely.
- Perform ad hoc duties as assigned
What you’ll need:
- Must have 3+ years previous Fraud Investigations experience in a financial services environment
- Suspicious Activity Report experience as a filer, reviewer or both
- Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks
- Exceptional understanding of Fraud best practices and current Fraud trends as it applies to financial products and services
- Excellent verbal and written communication skills
- Ability to work and accomplish goals with minimal supervision
- Ability to multitask 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)
- Decision making skills (experience making decisions, uncovering needs)
Nice to have:
- Previous experience in a Quality Control role with a focus on Fraud/Risk
- 1+ 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
Why you’ll love working here:
- Competitive salary packages and bonuses
- Comprehensive medical, dental, vision and life insurance benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning
- Tuition reimbursement on approved programs
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
*These benefits are only applicable to full time employeesSoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The health and safety of our employees and their families is our top priority. Due to the ongoing nature of the COVID-19 pandemic, and because unvaccinated employees pose a direct threat to the health and safety of others in the workplace, effective on November 1, 2021, U.S. employees must be fully vaccinated to work from any of our offices, travel for business or attend work-related meetings.The company will make reasonable accommodations when possible for employees who are unable to be vaccinated because of a disability, pregnancy, sincerely held religious belief, or for other legally required reasons..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 RightsSoFi is committed to embracing diversity. As part of this commitment, SoFi 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 [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.