Associate Manager, Fraud Disputes
Associate Manager, Fraud Disputes
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Salary Not Disclosed
1 Vacancy
Job Description
The role
We seek a talented and selfmotivated Associate Manager to lead our Disputes team. The Associate Manager Disputes will be responsible for training and developing a team focused on disputes complaints appeals and dispute related activities. This Associate Manager will work closely with the Manager of Banking Operations to facilitate operational excellence. The Associate Manager of Disputes will be a working manager who can make factbased accurate and timely decisions on complex disputes and explain those decisions to all levels of SoFi. This plays a key role in decreasing the accuracy of dispute decisions through team ownership of complex disputes and creating and reporting training needs for others within the dispute organization. Ensure policy and procedures are developed updated and maintained for the team.
What youll do:
- Manage the Disputes team that completes reviews of escalations complaints appeals and disputes.
- Become a Subject Matter Expert on all dispute types covered by the team.
- Troubleshoot issues with internal SoFi staff and engineering teams.
- Research and stay up to date on industry trends as they relate 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.
- Direct workflows between staff.
- Track and address any issues with internal and external partners.
- Build a rapport with staff to create a positive work environment and culture aligned with SoFi Values.
- Create strong/positive relationships with internal and external partners.
- Ensure dispute activities comply with all laws and regulations.
- Reach out to members when appropriate to mitigate escalated concerns or issues raised by senior management.
- Responsible for providing effective coaching and timely feedback including writing and facilitating midyear and yearly reviews.
- Facilitates weekly team meetings and regular (monthly or more) checkins with team members.
What youll need:
- Minimum 3 years of previous experience in banking disputes and investigations.
- Minimum 3 years of previous management experience at a financial institution.
- Ability to learn 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 problemsolving skills.
- Professional demeanor and excellent work habits.
- Sound judgment and decisionmaking skills.
- Interpersonal skills/ Ability to establish peer relationships.
- Minimum 3 years of previous management experience at financial institutions.
- Experience working in processes that must adhere to NACHA Reg E Reg CC Reg D Truth in Savings Act etc.
Nice to Haves:
- Management experience and familiarity with SoFi values is a plus.
- Experience managing the relationship with offshore global operations partners.
- Experience in customer service as this role may require outbound calls.
- A CFE or similar industry designation.
Required Experience:
Manager
Employment Type
Full Time
