Disputes Investigation Associate
Disputes Investigation Associate
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The role:
As a Dispute Investigation Associate you will be responsible for assisting SoFi Members in adjudicating disputes they believe to be in error. Dispute Investigation Associates review account details including all relevant transactions credits and debits to the accounts recent history of logins updates to PII and disputed merchant history to accurately resolve the dispute.
You will use your knowledge of US banking regulations and operating procedures and your experience to analyze the information provided by the Member including all account and transaction information available. Using all relevant information you will determine the facts around the dispute removing all possible biases and making an accurate dispute decision.
What youll do:
- Research investigate and resolve debit credit ACH and check disputes (both authorized and unauthorized) to ensure they stay within regulatory requirements with consistent contact with SoFi or other partners as directed
- Analyzes disputed transactions spending patterns account access and relevant member data to make decisions on claims of fraud or errors in adherence to all banking regulations using provided guidance.
- Articulate investigation process mentor other team members on low to mediumcomplexity disputes and make rapid decisions on complex dispute issues
- Navigate multiple systems to accurately research each dispute thoroughly
- Other duties as assigned and articulated in provided SOPs
What youll need:
- 1 years of dispute resolution investigative processes and procedures experience at a financial institution
- Proficient knowledge of federal laws rules and regulations including TILA/REG Z Reg E UDAAP
- Extensive knowledge of SoFis internal processes and products
- Extensive knowledge of US and SoFi internal banking process
- Proficient knowledge of dispute categorizations and ability to identify missing or needed information to adjudicate disputes
- Experience using tools such as Google Sheets/Excel Docs/Word and Slides/PowerPoint
- Excellent interpersonal written and verbal skills to communicate effectively with SoFi members and members of SoFis leadership team
- Ability to speak and write with empathy under challenging situations and deescalate to assist members properly
- Selfmotivated and able to work independently applying analytical skills required to manage tasks
- Must be detailoriented and able to work in a fastpaced environment while multitasking to manage competing priorities with critical deadlines.
- Critical thinking and databased decisionmaking in a fastpaced environment with an emphasis on accuracy and speed to resolutions.
Required Experience:
IC
Employment Type
Full Time
