WHO WE ARE:

Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

THE ROLE

The Dispute Investigative Quality Assurance Analyst works cross-functionally with business units across Operations to help ensure adherence to policies, procedures and compliance expectations. Serves as a Disputes Subject Matter Expert and proactively supports the Fraud Disputes team with data analytics, recommendations and proposed action plans to maintain performance, improve policies and procedures, and assist in developing training material.
The SoFi Disputes CoE is a fast paced environment that is focused on both member and agent experience through the dispute resolution process. This role requires the ability to be comfortable and high performing in a changing and complex environment.

WHAT YOU’LL DO:

• Responsible for completing quality reviews of all stages of a dispute with a primary focus on decision accuracy.
• A Subject Matter Expert on all dispute types covered by the team; Reg E, Reg Z, Reg CC
• Stay up to date on industry trends as it relates to financial transaction activities and disputes
• Proactively work with management on team processes to provide feedback to help improve efficiency, accuracy & quality of reviews and highlight any concerns
• Adhere to department SLAs
• Create and maintain strong/positive relationships with internal and external partners
• Ensure dispute activities comply with all laws, regulations, and SoFi directives
• Proactively identify risks and opportunities, addressing and/or escalating issues to stakeholders and business unit leaders
• Deep understanding of processes within each SoFi product and recommend appropriate control points to ensure safety and soundness of functionality
• Partner with PMO and Engineering on automation and enhancements to processes
• Communicate ongoing evaluation and project performance with key stakeholders and business leadership
• Establish and maintain an effective feedback loop with stakeholders and business unit leaders
• Support special projects and seek efficiencies within QA processes
• QA production support when necessary