Associate Manager, Investigations

The role:

We are seeking a talented and self-motivated Associate Manager, Fraud Investigations Disputes to support our transactional disputes Fraud Investigators This role will be responsible for the daily management of a team of Fraud Investigators who are responsible for conducting independent reviews and analysis of possible suspicious activity to ensure compliance with regulatory institutions and SoFi policies and procedures. The Associate Manager of Fraud Investigations Disputes is responsible for conducting holistic reviews of Fraud Investigators' research, documented analysis/findings, and conclusions as it relates to financial crime activity. This person will assist in the development and guidance of our Fraud Investigative team and report directly to the Manager of Fraud Investigations.

What you’ll do: 

• Manage a team of Investigators to evaluate whether Fraud or abusive behavior. 
• Analyze data related to Debit Card, ACH, Check and P2P transactions, accounts, and other relevant information to identify potential patterns or anomalies indicative of fraud.
• Collaborates with other internal SoFi departments, vendors, law enforcement, etc. to resolve issues and works to proactively minimize losses
• Train, coach, develop, and monitor fraud investigations staff to ensure an excellent member experience 
• Establishes positive employer-employee relationships, and promotes a high level of employee morale, trust, and integrity
• Knowledge of risk strategies and creation of an open communication forum to iterate policies
• Communicate significant issues to Management; make recommendations when weaknesses are identified
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact with customers, partners, and external vendors/banks
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our fiscal controls.
• Partner with member-facing teams to ensure there is clear communication and understanding of fraud referrals and policies
• Handle any special projects as assigned by management
• Promote SoFi values in the daily work and management of the team

What you’ll need:

• 3+ years of relevant fraud investigation experience with background in debit card disputes
• Minimum of 1+ year of managing a team of fraud investigators 
• Familiarity with Reg E requirements and sound judgment with banking compliance
• Proven background in customer service
• Demonstrated ability to communicate effectively with all levels of the organization and across different business lines
• Ability to successfully lead and manage direct reports, including training, mentoring, and counseling
• Strong attention to detail with a focus on quality reviews 
• Excellent organizational, verbal, written, and interpersonal skills are required
• Must be able to multitask, adapt well to changing priorities, and effectively prioritize responsibilities to meet critical deadlines
• Ability to work in a fast-paced, demanding, and changing environment; must work well under pressure
• Excellent analytical skills required