Manager, Fraud Prevention and Detection

The role:

The Manager, Fraud Prevention & Detection is responsible for the day-to-day management of the Fraud Prevention & Detection team. Our SoFi Fraud Prevention & Detection team is responsible for developing, implementing, and overseeing the process to identify, prevent, and mitigate fraudulent activities within our SoFi Member accounts. As a leader, this person will analyze fraud patterns, and trends to advise management in creating and driving strategic decisions for our fraud prevention and detection initiatives. 

What you’ll do: 

• Provide strategic and operational leadership for the day-to-day management of the Fraud Prevention & Detection function, ensuring alignment with organizational risk, regulatory requirements, and service-level expectations
• Collaborate with other departments to resolve issues and proactively minimize losses due to fraudulent activity
• Serve as a subject matter expert on fraud risk strategies, creating an open feedback loop to iterate policies, tools, and workflows based on frontline insights and evolving threats
• Develop, maintain, and implement policies/procedures to detect and prevent fraudulent activity 
• Establish and maintain departmental standards, KPIs, and quality assurance frameworks to drive operational excellence, scalability, and superior customer experience
• Establish positive employer-employee relationships, and promote a high level of employee morale, trust, and integrity
• Communicate significant issues to Senior Fraud Management and make recommendations when problems are identified
• Respond promptly and exercise exceptional communication skills to optimize each contact with customers, partners, and external vendors/banks
• Partner with member-facing teams to ensure there is clear communication and understanding of fraud referrals and policies
• 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. 
• Handle any special projects as assigned by management

What you’ll need:

• 5+ years of fraud leadership experience  
• 3+ years of  fraud prevention and detection experience in the banking, financial services, or other related industries required 
• Knowledge of check, ACH, Zelle, crypto, wire, debit/credit card and other payment channels operating rules
• Working knowledge of bank operations, fraud industry trends & best practices, and federal and state banking regulations 
• Experience collaborating with Workforce Management 
• Outstanding time management skills and interpersonal skills, and the ability to work with all levels within the organization in a collaborative manner
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently
• Excellent critical thinking and problem-solving skills
• A detail-oriented and process-oriented approach