Fraud Quality Assurance Specialist

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
• Interact closely with matrixed cross-functional teams (both internal and external) in order to secure alignment.
• 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
• Research data and information to provide insights and recommendations
• Identify coaching insights and opportunities. Provide information to management regarding opportunities for coaching and training of employees to improve 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.
• Provide detailed and timely reporting weekly, monthly and ad hoc to share information related to errors and observations
• 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 Fraud Investigations experience in a financial services environment
• Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks
• Exceptional understanding of Fraud best practices and current Fraud trends as it applies to financial products and services
• 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

Why you’ll love working here

• Competitive salary packages and bonuses
• Comprehensive medical, dental, vision and life insurance benefits
• Generous vacation and holidays
• Paid parental leave for eligible employees
• 401(k) and education on retirement planning
• Tuition reimbursement on approved programs
• Monthly contribution up to $200 to help you pay off your student loans
• Great health & well-being benefits including: telehealth parental support, subsidized gym program
• Employer paid lunch program (except for remote employees)
• Fully stocked kitchen (snacks and drinks)