Fraud Quality Assurance Specialist

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 Quality Assurance Specialist provides oversight of the work completed by both SoFi Fraud Operations 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 Specialist serves as a Subject Matter Expert and will proactively support SoFi's Fraud Operation divisions in its QA function by conducting evaluations of alerts/ cases for PL, banking, invest and credit card products.
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
• 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 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
• 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 1-2 years Fraud Investigations experience in a financial services environment
• 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

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
• Employer paid lunch program (except for remote employees)
• Fully stocked kitchen (snacks and drinks)

Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi 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 Company hires the best qualified candidate for the job, without regard to protected characteristics.
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 Rights
SoFi 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.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.