Associate Manager, Fraud Disputes

The role:

We are seeking a talented and self-motivated Associate Manager to lead our Disputes team. The individual is responsible for training and developing a team focused on disputes, complaints, appeals, and dispute related activities. The individual works closely with the Manager of Banking Operations to facilitate operational excellence. 

The Associate Manager of Disputes is a working manager that’s able to make fact based accurate and timely decisions on complex disputes. This individual will have the ability to explain those decisions to all levels at SoFi. This is a key role to decrease the overall accuracy of dispute decisions through both team ownership of complex disputes while creating and reporting training needs for others in the disputes organization. In addition, ensure policy and procedures are developed, updated, and maintained for the team.  

What You’ll Do:

• Manage the Disputes team of 10-15 that completes reviews of escalations, complaints, appeals, and disputes. 
• Contact members to mitigate escalated concerns, disputes or issues raised by Senior Management Responsible for providing effective coaching and timely feedback including writing and facilitating mid-year and yearly reviews
• Direct workflows between staff, monitor and address any issues with internal and external partners
• Become a Subject Matter Expert on all Dispute types at SoFi
• Troubleshoot issues with internal SoFi staff and engineering teamsResearch and stay up to date on industry trends as it relates to financial transaction activities and disputes
• Proactively work with management on team processes to improve efficiency, accuracy, quality, and speed to outcomes
• Adhere to department SLAs and partner with the global workforce team to make sure that team is working at capacity and address any gaps
• Build a rapport with staff to create a positive work environment and culture aligned to SoFi Values
• Create strong/positive relationships with internal and external partners
• Ensure dispute activities adhere with all laws and regulations
• Facilitates weekly team meetings and regular check ins with team

What You’ll Need:

• Minimum 3 years experience from a banking disputes and investigations
• Minimum 3 years of previous management experience at a financial institution   
• Experience working in processes that must adhere to  NACHA, Reg E, Reg CC, Reg D, Truth in Savings Act, etc.
• Ability to learn net new processes and systems quickly
• Experience in training staff on new processes and procedures
• Demonstrate ability to lead a team
• Knowledge of banking compliance trends, rules, and regulations
• Excellent organizational skills
• Strong written and verbal communication skills 
• Analytical and problem-solving skills 
• Professional demeanor and excellent work habits
• Sound judgment and decision-making skills 
• Interpersonal skills/ Ability to establish peer relationships 

Nice to Haves:

• Management experience and  familiarity with SoFi values a plus
• Quality control experience auditing disputes investigation reports
• Experience managing the relationship with off-shore global operations partners 
• Experience in customer service, as this role may require outbound calls 
• A CFE or similar industry designation