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The Fraud Quality Assurance Specialist ensures compliance in fraud operations, conducts quality assessments, and improves processes through evaluations and recommendations.
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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role:
The Fraud Quality Assurance Specialist provides oversight of the work completed by both SoFi Fraud Operations staff and/ or outsourced items with third-party vendors to ensure we are in compliance with state and federal laws and regulations, and SoFi's policies and procedures. The Fraud QA Specialist serves as a Subject Matter Expert and will proactively support SoFi’s Fraud Operation divisions in its QA function by conducting evaluations of alerts/ cases for PL, banking, invest, and credit card products.
What you’ll do:
- Monitor Fraud Ops/BPO inbound and/or outbound calls as well as fraud reviews to assess quality, compliance, decision making and/or process improvement opportunities
- Keep informed of current Fraud and Risk policies
- As necessary, diagnose, correct, and document issues, risks, and problems using Quality Assurance (QA) practices
- Build effective relationships with internal/external stakeholders and ensure alignment between stakeholders
- Identify coaching insights and opportunities. Provide information to management regarding opportunities for coaching and training of employees to improve the handling of calls/alerts
- Escalate high-risk issues, behaviors, or trends to management for corrective/remedial action as required
- Provide recommendations to improve the effectiveness of the fraud review process while maintaining cost-effectiveness
- Follow up with the business unit to ensure corrective actions are executed timely.
- Prioritize competing responsibilities based on workload and demands
- Maintain an awareness of and act in accordance with team goals and business unit policies
- Perform ad hoc duties as assigned
What you’ll need:
- Must have 1-2 years of previous Fraud Investigations or Fraud Prevention and Detection experience in a financial services environment
- Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks
- Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
- Ability to multitask and manage competing priorities
- Must be detail-oriented with an ability to work in a fast-paced environment
- Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)
- Decision-making skills (experience making decisions, uncovering needs)
- Ability to react to change quickly and implement new processes & procedures
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
Top Skills
Microsoft Office Suite
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