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The Role:
We are seeking a talented and self-motivated Associate Manager to lead our Disputes team. The Disputes Associate Manager will be responsible for training and developing a team focused on disputes, complaints, appeals, and dispute related activities. This Associate Manager will work closely with the Manager of Banking Operations to facilitate operational excellence.
The Disputes Associate Manager will be a working manager that is able to make fact based accurate and timely decisions on complex disputes and have the ability to explain those decisions to all levels of SoFi. This is a key role to decrease the overall accuracy of dispute decisions through both team ownership of complex disputes and creating and reporting training needs for others within the disputes organization. Ensure policy and procedures are developed, updated, and maintained for the team.
What You’ll Do:
Manage the Disputes team that completes reviews of escalations, complaints, appeals, and disputes.
Become a Subject Matter Expert on all dispute types covered by the team
Troubleshoot issues with internal SoFi staff and engineering teams
Research and stay up to date on industry trends as it relates to financial transaction activities and disputes
Proactively work with management on team processes to improve efficiency, accuracy, quality, and speed to outcomes
Adhere to department SLAs and partner with the global workforce team to make sure that team is working at capacity and address any gaps
Direct workflows between staff
Track and address any issues with internal and external partners
Build a rapport with staff to create a positive work environment and culture aligned to SoFi Values
Create strong/positive relationships with internal and external partners
Ensure dispute activities comply with all laws and regulations
Reach out to members, when appropriate to mitigate escalated concerns or issues raised by sr. management
Responsible for providing effective coaching and timely feedback including writing and facilitating mid-year and yearly reviews
Facilitates weekly team meetings and regular (monthly or more) check ins with team members
What You’ll Need:
Minimum 3 years of previous experience in banking disputes and investigations
Minimum 3 years of previous management experience at a financial institution
Ability to learn net new processes and systems quickly
Experience in training staff on new processes and procedures.
Demonstrate ability to lead a team
Knowledge of banking compliance trends, rules, and regulations
Excellent organizational skills
Strong written and verbal communication skills
Analytical and problem-solving skills
Professional demeanor and excellent work habits
Sound judgment and decision-making skills
Interpersonal skills/ Ability to establish peer relationships
Minimum 3 years of previous management experience at a financial institutions
Experience working in processes that must adhere to NACHA, Reg E, Reg CC, Reg D, Truth in Savings Act, etc.
Nice to Haves:
Management experience and familiarity with SoFi values a plus
Experience managing the relationship with off-shore global operations partners
Experience in customer service, as this role may require outbound calls
A CFE or similar industry designation
