Fraud Supervisor

The role
We are seeking a driven and self-motivated Supervisor to support our Fraud Detection Unit (FDU) and Fraud Servicing Unit (FSU) teams. This role plays a key part in ensuring the effectiveness and compliance of our fraud operations. The Associate Manager will be responsible for training and mentoring a team of fraud agents tasked with conducting independent reviews and in-depth analysis of potentially suspicious activity. The goal is to ensure alignment with regulatory requirements and adherence to Galileo’s
internal policies and procedures This role reports directly to the Fraud Manager of the Fraud Detection Unit and Fraud Servicing Unit and plays an integral role in driving operational excellence, regulatory compliance, and team development.

What you’ll do:
● Supervise and support a team of fraud analysts responsible for reviewing and analyzing suspicious activity across multiple case types (e.g., ACH, card, account takeover, identity theft)
● Conduct regular coaching, feedback sessions, and performance reviews to ensure agent development and fraud detection accuracy
● Oversee and ensure adherence to service level agreements (SLAs), ensuring cases are worked in a timely and effective manner
● Assist with staffing, queue monitoring, and work prioritization to meet operational goals
● Deliver training for new hires and ongoing development for existing team members
● Serve as a point of escalation for complex or high-risk cases
● Partner with other departments (Compliance, Risk, Customer Success) to align on fraud strategies and escalate urgent risks
● Support audit and reporting needs by ensuring proper documentation and process adherence
● Contribute to rule improvement, automation, and overall process enhancement projects
● Maintain awareness of emerging fraud trends and implement proactive responses
● Supporting special projects and continuous process improvements
● Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity
● Develop, maintain, and implement policies/procedures to mitigate and proactively address fraudulent activity
● Conduct team meetings to enhance teamwork ensuring good staff morale
● Communicate significant issues to Management; make recommendations when weaknesses are identified
● Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our fiscal controls.
● Promote SoFi values in the daily work and management of the team

What you’ll need:
● 8+ years of relevant fraud experience in financial services or other related industry
● Minimum of 1 year of managing a team of fraud agents
● Proven background in customer service
● Demonstrated ability to communicate effectively with all levels of the organization and across different business lines
● Ability to successfully lead and manage direct reports, including training, mentoring, and counseling
● Strong attention to detail with a focus on quality reviews
● Excellent organizational, verbal, written, and interpersonal skills are required
● Must be able to multitask, adapt well to changing priorities, and effectively prioritize responsibilities to meet critical deadlines
● Ability to work in a fast-paced, demanding, and changing environment; must work well under pressure
Nice to Have:
● Applicable certifications, for example, CFE, CAMS, etc
● Currently participating in peer groups to stay abreast of industry happening