SCC Investigator
Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.
We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.
Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.
About the Role:
Self is building a community of people who are looking to better their lives by building a credit history. You will join our Credit Card Risk Operations team and be the subject matter expert for all things related to Credit Card transactional fraud and non-fraud claims. You will review, modify, & create policy, procedure, and training around case processing and how these claims should be handled by Self. You will be responsible for creating and facilitating training and quality controls to ensure proper integration of Visa and MasterCard case processing follows all rules and adheres to Regulation Z. You will be challenged to use judgment to make decisions that will change how the claims process works. Including embedment of controls and writing technical requirements for claims projects. You will be providing feedback related to credit card transaction claims to operations in various locations.
Responsibilities may evolve within the above description as you become more senior in the role.
Responsibilities:
- Create and/or modify all policies and procedures and education materials for the claims process through evolution
- Embed and monitor controls associated with the claims process to mitigate risk and reduce customer impact
- Provide oversight of high dollar case reviews to reduce losses
- Write technical requirement documents and represent all projects impacting claims for Risk Operations
- Review existing processes and put forth recommendations of change based on experience and data
Qualifications:
- 10+ years of experience in credit card investigations and fraud chargeback and case processing rules through both MasterCard & Visa (required)
- 10+ years of working knowledge and compliance with Billing Error Rules under Regulation Z (required)
- 3+ years of writing control, policy, procedure, or training documents that support Billing Errors and Claims processing rules (required)
- 25% travel domestic & international (required)
- 3+ years of technical requirement writing in an Agile environment
- Exceptional communication skills and experience in group settings, with the ability to deliver a message
- High EQ and ability to build rapport with team members
- Ability to adapt to change in a fast-paced environment and make judgmental business decisions with minimal need for managerial support
- 3+ years of people leadership
Personality Traits:
- Enjoys working alone and can adapt on the fly to changing prioritization
- Remains calm under pressure and generates ideas based on facts and data
- A keen eye for process improvement and efficiency modification to reduce cost & improve customer experience
- Ability to work both independently and on a small team with minimal supervision
Benefits and Perks:
We have the compensation and benefits you expect. But, there's one thing that Self Financial can offer that many startups cannot: we can positively change the world while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.
Our perks include:
- Stock options
- Quarterly performance-based bonuses
- Generous employer-paid health, vision, and dental insurance coverage
- Flexible vacation policy
- Educational assistance
- Free gym membership
- Free at-home workout through Sworkit
- Casual dress code
- Team building events and activities
- Remote work arrangements/ flexible work schedule
- Monthly $100 COVID stipend
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.