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The role
The Fraud Quality Assurance Dispute Specialist provides oversight of the work completed by both SoFi Fraud Dispute Investigations 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 Dispute Specialist serves as a Subject Matter Expert and will proactively support SoFi’s Dispute Investigations divisions in its QA function by conducting evaluations of all disputes handled by the Dispute Investigations team.
What you’ll do:
- Monitor Fraud Dispute Investigations/BPO disputes related to ACH, debit card, P2P and Zelle transactions assess quality, compliance, decision making and/or process improvement opportunities
- Keep informed on industry trends as it relates to financial transaction activities and disputes
- A Subject Matter Expert on all dispute types; Reg E, Reg Z, Reg CC
- Interact closely with matrixed cross-functional teams (both internal and external) in order to secure alignment.
- 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
- Research data and information to provide insights and recommendations
- Identify coaching insights and opportunities. Provide information to management regarding opportunities for coaching and training of employees to improve handling of disputes
- Escalate high risk issues, behaviors or trends to management for corrective/remedial action as required
- Provide recommendations to improve the effectiveness of the dispute investigation process while maintaining cost effectiveness
- Follow-up with the business unit to ensure corrective actions are executed timely.
- Provide detailed and timely reporting weekly, monthly and ad hoc to share information related to errors and observations
- 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 2+ years of Dispute Investigations experience in a financial services environment
- Strong understanding of financial services, including operations and compliance, Reg E, Reg Z,
- Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks
- Exceptional understanding of Fraud best practices and current Fraud trends as it applies to financial products and services
- 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
