Employee Applicant Privacy Notice
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 Fraud Inbound Manager is responsible for driving the performance of and executing the strategy within the Fraud Inbound Phone Team in Fraud Prevention and Detection. This dynamic role will require you to drive fraud-related initiatives while ensuring our team delivers an exceptional experience to SoFi Members and achieves KPIs. The role will play a key position working cross-functionally as part of the Fraud Prevention and Detection management team and function as a primary Fraud Inbound point of contact for business needs within and beyond Fraud Operations.
What you’ll do:
- Manage the global partners including serving as the point of contact for system issues, onboarding new hires/offboarding terminations, facilitating the weekly business reviews, etc.
- Drive key Operations initiatives, including prioritizing Member and Frontline Obsession
- Engage with the Global Partner teams to execute thorough and effective performance management, including reviewing and communicating opportunities/recommendations to the Global Partners
- Analyze, report, and communicate Fraud Inbound KPIs to senior leadership
- Uncover opportunities and drive initiatives to improve operational efficiency and performance
- Optimize staffing through managing the capacity plan and availability metrics
- Execute projects related to Fraud inbound strategy, performance, enablement, and transformation
- Ensure closed-loop feedback between Fraud Inbound and its cross-functional partners throughout Ops, the Global Partners, the BUs, Marketing, etc.
- Identify, assess, control, and mitigate operational risks as part of SoFi’s risk management infrastructure
- Assist with driving the Fraud Inbound organization towards having the best culture in the world by incorporating key SoFi values into every aspect of our work
What you’ll need:
- Preferred Bachelor’s degree
- 2+ years of management experience
- 3+ years of fraud prevention and detection experience in the banking, financial services, or other related industries required
- 5+ years general customer service experience
- Call center or processing center management experience strongly preferred
- Ability to create and present data to key decision makers
- Prior experience working with Business Process Outsourcing (BPO) strongly preferred
- Experience driving initiatives or managing projects
- Experience hiring, training, motivating, monitoring, and coaching teams of customer service employees
- Ability to drive process improvements to effectively improve the member experience
- Knowledge of check, ACH, wire, debit/credit card and other payment channels operating rules
- Working knowledge of bank operations, fraud industry trends & best practices, and federal and state banking regulations
- Outstanding time management skills and interpersonal skills, and the ability to work with all levels within the organization in a collaborative manner
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently
- Excellent critical thinking and problem-solving skills
- A detail-oriented and process-oriented approach
Top Skills
What the Team is Saying
What We Do
For over a decade, SoFi has helped transform the Fintech industry by creating financial products and services that help people borrow, save, spend, invest, and protect their money better, so they can achieve financial independence and realize their ambitions. Whether it’s owning a home, saving for retirement, paying off their student loans, or helping our members invest - SoFi is there every step of the way. Want to learn more about how it works? Check it out here: https://www.sofi.com/how-it-works/
Our core values are at the center of how we help our millions of members get their money right. They are our guiding principles for how we think about serving our members, building our company, and most importantly, how we work together. At SoFi, it’s not just what we do - but how we do it.
SoFi is also proud to be the naming rights partner of SoFi Stadium, home of the Los Angeles Chargers and the Los Angeles Rams.
For more information, visit SoFi.com
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.
Gallery
SoFi Offices
Hybrid Workspace
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!
