Fraud Quality Assurance Specialist

SoFi•Jacksonville, FL

10h•Remote

About The Position

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.

Requirements

Must have 1-2 years of previous Fraud Investigations or Fraud Prevention/ 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

Responsibilities

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