Fraud Inbound Manager

Sofi•Cottonwood Heights, UT

55d

About The Position

The Fraud Inbound Manager is responsible for driving the performance of and executing the strategy within the Fraud Inbound Phone Team in Fraud Prevention and Detection. This dynamic role will require you to drive fraud-related initiatives while ensuring our team delivers an exceptional experience to SoFi Members and achieves KPIs. The role will play a key position working cross-functionally as part of the Fraud Prevention and Detection management team and function as a primary Fraud Inbound point of contact for business needs within and beyond Fraud Operations.

Requirements

Preferred Bachelor's degree
2+ years of management experience
3+ years of fraud prevention and detection experience in the banking, financial services, or other related industries required
5+ years general customer service experience
Call center or processing center management experience strongly preferred
Ability to create and present data to key decision makers
Prior experience working with Business Process Outsourcing (BPO) strongly preferred
Experience driving initiatives or managing projects
Experience hiring, training, motivating, monitoring, and coaching teams of customer service employees
Ability to drive process improvements to effectively improve the member experience
Knowledge of check, ACH, 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
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

Responsibilities

Manage the global partners including serving as the point of contact for system issues, onboarding new hires/offboarding terminations, facilitating the weekly business reviews, etc.
Drive key Operations initiatives, including prioritizing Member and Frontline Obsession
Engage with the Global Partner teams to execute thorough and effective performance management, including reviewing and communicating opportunities/recommendations to the Global Partners
Analyze, report, and communicate Fraud Inbound KPIs to senior leadership
Uncover opportunities and drive initiatives to improve operational efficiency and performance
Optimize staffing through managing the capacity plan and availability metrics
Execute projects related to Fraud inbound strategy, performance, enablement, and transformation
Ensure closed-loop feedback between Fraud Inbound and its cross-functional partners throughout Ops, the Global Partners, the BUs, Marketing, etc.
Identify, assess, control, and mitigate operational risks as part of SoFi's risk management infrastructure
Assist with driving the Fraud Inbound organization towards having the best culture in the world by incorporating key SoFi values into every aspect of our work