Senior Manager, Disputes Investigation

The Role:

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

The Senior Manager of Disputes is able to train others on making fact based, accurate, and timely decisions on complex disputes, utilizing not only regulatory and SoFi guidance but also to protect members and SoFi’s reputation. Comfort and expertise in executive level forums to explain decisions and process to all levels of SoFi. 

This is a key role in creating new; processes, technology capability, automation, and partnerships to create a best in class disputes organization. Working with cross functional teams to expand capabilities and drive continuous improvement projects. Draft policy and procedures for new products or lines of business. Manage external partners ensuring high quality reviews and drive improvements in metrics and SLAs. 

What You’ll Do:

• Manage the Disputes agents and Managers that complete reviews of escalations, complaints, appeals, and disputes.  

• A Subject Matter Expert on all dispute types (Debit, Credit, Zelle, ACH, Check, P2P, and Wire)

• Lead workstreams on automation, product, or process improvements with internal SoFi staff and engineering teams in partnership with leadership

• Research and stay up to date on industry trends as it relates to financial transaction activities and disputes

• Idea generation and ownership on improvements to efficiency, accuracy, quality, and speed to outcomes 

• Generation and defining department SLAs to include partnership with the global workforce team to address any gaps 

• Address any issues with internal and external partners, escalation and communication with leadership

• 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 all dispute activities comply with all laws and regulations  

• 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 6 years of previous experience in banking disputes and investigations

• Minimum 6 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 to lead a team

• Knowledge of banking compliance trends, rules, and regulations

• Excellent organizational skills

• Excellent written and verbal communication and presentation 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)

• Experience in leading technology and process driven 

Nice To Haves:

• Experience in managing a fraud or disputes call center 

• A CFE or similar industry designation