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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
- 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
- Identify coaching insights and opportunities. Provide information to management regarding opportunities for coaching and training of employees to improve the 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.
- 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 of previous Fraud Investigations in a financial services environment
- Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks
- 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
SoFi Seattle, Washington, USA Office


The office is located in Pike Tower, just five blocks from Pike Place Market, and houses some of our Engineering, Design, and Product teams - including engineers, product managers, and other technical functions.
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