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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 Fraud Quality Assurance Dispute Specialist provides oversight of the work completed by both SoFi Fraud Dispute Investigations staff and/ or outsourced items with third party vendors to ensure we are in compliance with state and federal laws and regulations, and SoFi's policies and procedures. The Fraud QA Dispute Specialist serves as a Subject Matter Expert and will proactively support SoFi’s Dispute Investigations divisions in its QA function by conducting evaluations of all disputes handled by the Dispute Investigations team.
What you’ll do:
- Monitor Fraud Dispute Investigations/BPO disputes related to ACH, debit card, P2P and Zelle transactions assess quality, compliance, decision making and/or process improvement opportunities
- Keep informed on industry trends as it relates to financial transaction activities and disputes
- A Subject Matter Expert on all dispute types; Reg E, Reg Z, Reg CC
- 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
- Build effective relationships with internal/external stakeholders and ensure alignment between stakeholders
- Research data and information to provide insights and recommendations
- Identify coaching insights and opportunities. Provide information to management regarding opportunities for coaching and training of employees to improve handling of disputes
- Escalate high risk issues, behaviors or trends to management for corrective/remedial action as required
- Provide recommendations to improve the effectiveness of the dispute investigation process while maintaining cost effectiveness
- Follow-up with the business unit to ensure corrective actions are executed timely.
- Provide detailed and timely reporting weekly, monthly and ad hoc to share information related to errors and observations
- Prioritize competing responsibilities based on workload and demands
- Maintain an awareness of and act in accordance with team goals and business unit policies
- Perform ad hoc duties as assigned
What you’ll need:
- Must have 2+ years of Dispute Investigations experience in a financial services environment
- Strong understanding of financial services, including operations and compliance, Reg E, Reg Z,
- 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
- Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
- 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)
- Ability to react to change quickly and implement new processes & procedures
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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