Manager, Disputes and Vendor Operations
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Job Location:
Frisco, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Role:
We are seeking a Manager of Dispute & Vendor Operations to join our SoFi Dispute Operations leadership team.
We are looking for leaders who are passionate about next level customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision If so we want to talk to you.
What Youll Do:
- Partner with our internal and external agents and partners to deliver a best in class disputes intake experience with empathy understanding and professionalism that creates a positive memorable experience for our members.
- Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals.
- Foster a positive and supportive work environment that encourages teamwork and collaboration.
- Monitor and analyze key performance metrics such as AHT first call resolution quality scores and NPS while identifying areas for improvement and implementing strategies to optimize team performance.
- Assist with escalated customer issues and complaints resolving them promptly and satisfactorily.
- Identify and work with partner teams to provide ongoing development opportunities for existing staff.
- Prepare regular reports on team performance and operational metrics for management review.
- Analyze data to identify trends opportunities and areas for improvement.
- Use insights from data analysis to inform decision-making and drive continuous improvement initiatives.
- Foster an environment focused on finding innovation and creative solutions for pain points.
- Ensure that the team is following procedures and providing best-in-class service.
- Hold team members accountable through performance by defining clear goals objectives responsibilities and priorities.
- Identify escalate issues and propose recommended solutions regarding potential issues with the process systems and operations inefficiencies
- Monitors the day-to-day activities of functional areas to ensure compliance with internal policy legal and pertinent regulations.
- Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
- Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies fraud or lack of compliance. Participates in special projects as requested
What Youll Need:
- 5 years of management experience including a call center environment
- 5 years of experience in banking/credit fraud and dispute resolution
- Disputes experience and adherence to NACHA Reg E Reg CC Reg D Reg Z Truth in Savings Act etc.
- A Subject Matter Expert on all dispute types (Debit Credit Zelle ACH Check P2P
- Disputes Call center or processing center management experience is strongly preferred
- Experience hiring training motivating monitoring and coaching teams of customer service & processing employees
- Must be or have been fingerprinted and cleared by FINRA
- Excellent leadership skills are required to lead a team of associates and manage outsourced teams
- Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates customers as well as management
- Ability to react to change quickly and implement new processes & procedures
- Ability to work independently with little or no supervision
- Professional demeanor and excellent work habits are essential
- Some evenings and weekend days may be required
Required Experience:
Manager
Key Skills
- Presentation Skills
- Purchasing
- Procurement
- Vendor Management
- Process Improvement
- Pricing
- Project Management
- Relationship Management
- Contract Management
- Contract Negotiation
- negotiation
- Contracts
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
