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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
We are seeking a Senior Director, Fraud and Disputes COE Operations to join our team. In this high-impact role, you will provide strategic and operational leadership for the Fraud & Disputes COE operations teams, ensuring efficiency, compliance, and process excellence. You will report to the VP of the Fraud and Disputes Center of Excellence team and will be instrumental in shaping the future of our operational infrastructure as our company scales rapidly.
What You'll Do
- Define, develop, deliver, and manage key business processes for fraud prevention, investigations, and dispute operations within the Fraud and Disputes COE.
- Recruit, develop, and lead an operations team, including potential offshore support teams, to drive company and role objectives.
- Oversee disputes/chargeback processing, ensuring compliance and delivery within SLAs.
- Develop and maintain procedures for all key workflows, including documentation of non-manual processing in partnership with strategy functions.
- Own continuous improvement of manual processing, including hiring/profile strategy(s), QA oversight and delivery, talent management including agent scorecards, coaching, and performance management, and six sigma process improvement.
- Interface with bank partners and conduct/own key compliance items such as 1LOD testing, audit/exam responses, controls improvements, and relevant complaints response.
- Own BPO relationship(s) including driving strategic footprint, ensuring strong weekly/daily vendor output, and managing BPO costs.
- Partner with Operations Analytics teams to ensure efficient handling of peak volume periods and achievement of KPIs across all support channels/queues.
- Surface opportunities for more effective and efficient processing; partner with servicing strategy teams on business case and delivery (as needed).
- Administer and leverage fraud detection technologies and platforms.
- Stay abreast of emerging trends, fraud schemes, techniques, and financial technology (FinTech) and proactively implement preventative measures.
Experience You'll Need To Have
- 10+ years of progressive management experience in operations functions, with a proven track record of managing large teams.
- 10+ years of experience in fraud risk management, financial crime investigations, or a related field. Experience in financial services preferred.
- Proven ability to drive operational transformation which enables more effective and efficient processing.
- Prior experience managing outsourced operations is required.
- Hands-on leader who goes deep with their team and is process-oriented.
- Strong experience in disputes/chargeback and risk operations domains.
- Experience operating within regulatory frameworks such as Reg E, Reg Z, FCRA, UDAAP, NACHA, and other relevant regulations is a must.
- Experience in developing and implementing strategic fraud prevention programs.
- Experience with advanced fraud detection technologies and platforms.
- Experience in developing metrics and KPIs for fraud prevention programs.
- Exceptional written and oral communication skills.
- Exceptional people leader and collaborator.
Experience That Would Be Great To Have
- Bachelor's degree in Business, Finance, Mathematics, or a related field.
- Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics.
- Experience with chargeback and recovery rate processes.
- Experience with managing partners/outsourcing and strong negotiation skills.
- Experience with regulations and navigating through the audit process.
- Experience with automation/tools/platforms to improve effectiveness and efficiency (e.g., Robotic process automation, artificial intelligence, work case management solutions, APIs).
Top Skills
What the Team is Saying
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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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!
