SoFi · 1 day ago
Manager, Disputes Investigation
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $168K/yr
4+ years exp
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Responsibilities
Manage the Disputes agents that complete reviews of escalations, complaints, appeals, and disputes
A Subject Matter Expert on all dispute types covered by the teams (Debit, Credit, Zelle, ACH, Check, P2P, and Wire)
Troubleshoot issues with internal SoFi staff and engineering teams
Research and stay up to date on industry trends as it relates 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 and teams
Track and address any issues with internal and external partners
Build a rapport with staff to create a positive work environment and culture aligned to 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 mid-year and yearly reviews
Facilitates weekly team meetings and regular check-ins with team members
Conduct feedback sessions and manage BPO partner expectations and SLAs
Create team SOPs with a focus on continuous improvement
Be a strong advocate of change within the organization
Qualification
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Required
Minimum 4 years of previous experience in banking disputes and investigations
Minimum 4 years of previous management experience at a financial institutions
Ability to learn net new processes and systems quickly
Experience in training staff on new processes and procedures
Demonstrate ability leading teams
Knowledge of banking compliance trends, rules, and regulations
Excellent organizational skills and multi-tasking abilities
Strong written and verbal communication skills
Analytical and problem-solving skills
Professional demeanor and excellent work habits
Sound judgment and decision-making skills
Interpersonal skills / ability to establish peer relationships
Experience working in processes that must adhere to NACHA, Reg E, Reg CC, Reg D, Reg Z, Truth in Savings Act, etc.
Experience managing the relationship with off-shore global operations partners (BPO)
Preferred
High level experience in customer service as this role may require outbound calls
A CFE or similar industry designation
Company
SoFi
SoFi is a finance company that offers a range of lending and wealth management services.
1001-5000 employees
H1B Sponsorship
SoFi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (96)
2022 (121)
2021 (94)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$4.85BKey Investors
Qatar Investment AuthoritySilver LakeSoftBank
2024-03-05Post Ipo Debt· $750M
2021-06-01IPO
2021-01-07Series Unknown· $369.84M
Leadership Team
Anthony Noto
CEO
Jeremy Rishel
Chief Technology Officer
Recent News
2024-12-02
Business Wire
2024-11-15
Company data provided by crunchbase
