Manager, Disputes Investigation

The role

We are seeking a talented and self-motivated Manager to lead our Disputes team. The Manager, Disputes will be responsible for training and developing a team focused on disputes, complaints, appeals, and dispute related activities. This Manager will work closely with other dispute leadership to facilitate operational excellence. 

The Manager of Disputes will be a working manager that is able to make fact based accurate and timely decisions on complex disputes and have the ability to explain those decisions to all levels of SoFi. This is a key role to increase the overall accuracy of dispute decisions through both team ownership of complex disputes and creating and reporting training needs for others within the disputes organization. Ensure policy and procedures are developed, updated, and maintained for the team. Manage external partners ensuring high quality reviews and provide feedback on metrics and SLAs. 

What you’ll do:

• 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

What you’ll need:

• 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)

Nice to Haves:

• High level experience in customer service as this role may require outbound calls 

• A CFE or similar industry designation