Director, Fraud Disputes

Director, Disputes  (Fraud, Back Office Disputes, and intake team) 

Job Summary:

SoFi’s Fraud Prevention CoE team has responsibility for ensuring responsible growth in lending, banking, investing and other member related activities that are consistent with the company’s risk appetite.  The team holistically manages enterprise fraud threats and ensures strong compliance with regulations, acts as a multi-layered line of defense in oversight of business operations, and works to ensure fraud prevention risk policies factors a member-first experience. 

The Dispute Director plays a crucial role in managing the dispute resolution process within our institution. This position is responsible for overseeing all aspects of dispute management, including the development and implementation of policies and procedures that comply with regulatory standards. The ideal candidate will ensure efficient intake and resolution of disputes, safeguarding customer satisfaction while minimizing financial losses.

Key Responsibilities:

• Lead the dispute resolution team, setting strategic direction and priorities to manage and resolve customer disputes efficiently.

• Develop a reporting structure to ensure accuracy and accountability including teams and partners 

• Develop and implement comprehensive dispute resolution policies and procedures in compliance with legal and regulatory requirements.

• Oversee the investigation of disputed transactions, ensuring accurate, fair, and timely resolution.

• Collaborate with legal, compliance, and risk management teams to mitigate risks associated with disputes and chargebacks.

• Manage relationships with external stakeholders, including payment processors, card networks, and regulatory bodies, to ensure best practices in dispute resolution.

• Analyze dispute trends to identify root causes and implement preventive measures to reduce dispute volumes.

• Provide expert advice and guidance on complex dispute cases.

• Ensure team members are trained on the latest dispute resolution techniques and regulatory requirements.

• Monitor and report on dispute resolution performance metrics, taking corrective action as necessary to meet targets.

• Minimize financial losses through effective dispute management processes

Responsibilities

● Teamwork is Job 1… daily critical collaboration is necessary with Business Leaders, Fraud Prevention Policy, Processing Partners and Engineering Product Design.  

● Members are our Passion… ensure our SoFi members are protected from fraud at every touchpoint.  But when our Members reach out we are delivering the best experience balancing fraud mitigation with the most efficient processes. 

● Innovate… we need you to bring your brightest ideas to build best-in-class Dispute operations processes across SoFi’s wide suite of products.

● Data Driven… Collaborate with Workforce management, Fraud Prevention Analytics, PMO and Risk Infrastructure to help architect the future of Dispute operations with analytically based assessment and deployment capabilities to drive efficiency, right staffing, and agent level accountability.

● Challenge Status Quo… constantly evaluate the adequacy of operational procedure and put in place a process to optimize balance of Member experience, fraud prevention, and costs; re-evaluate technological infrastructure to continuously optimize the balancing equation.

● Drive Performance Outcomes… Design effective Dispute operations roadmap with controls that leverage synergy among different Dispute Operations teams and partners while delivering results that meet SLAs, identify and triage fraud events with a playbook, and constantly looking for opportunities to improve processes.

● Risk Controllership… Understand and design appropriate Operations control points and reporting to ensure flawless executions for domestic and global delivery centers.

● Be a Dispute Operations SME… Serve as a subject matter expert for Disputes.  This includes Member intake, Back Office operations, Fraud disputes and vendor management. 

Required Experience

• 8+ years experience in Banking Operations, Disputes and or Fraud Management. 

• Successfully lead process improvement and organization transformation.

• Experience managing/leading operations/fraud/dispute teams

• Experience in understanding functional areas of Fraud Prevention and Fraud Operations

• Excellent verbal and written executive communication skills

• Influencing skills and ability to effectively partner with all levels of management to help drive the control agenda

• Experience with fraud/operations/risk data, reporting and analysis.

• Ability to analyze, organize and prioritize across multiple competing priorities

• Demonstrates initiative, ownership and accountability

• A Bachelor's Degree or 4 years of relevant experience in lieu of a degree

Preferred Experience

• Proven success in Back Office Disputes, Centralized Disputes or Fraud Investigation operations

• Experience building out fraud dispute management teams.

• Experience interacting with regulators (e.g., Federal Reserve, OCC, or CFPB)