Manager, Disputes Intake and Vendor Operations

Sofi•Jacksonville, FL

48d

About The Position

We are seeking a Manager of Dispute Intake & Vendor Operations to join our SoFi Dispute Operations leadership team. We are looking for leaders who are passionate about next level customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you.

Requirements

5+ years of management experience including a call center environment
5+ years of experience in banking/credit fraud and dispute resolution
Disputes experience and adherence to NACHA, Reg E, Reg CC, Reg D, Reg Z, Truth in Savings Act, etc.
A Subject Matter Expert on all dispute types (Debit, Credit, Zelle, ACH, Check, P2P
Disputes Call center or processing center management experience is strongly preferred
Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
Must be or have been fingerprinted and cleared by FINRA
Excellent leadership skills are required to lead a team of associates and manage outsourced teams
Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates, customers as well as management
Ability to react to change quickly and implement new processes & procedures
Ability to work independently with little or no supervision
Professional demeanor and excellent work habits are essential
Some evenings and weekend days may be required

Responsibilities

Partner with our internal and external agents and partners to deliver a best in class disputes intake experience with empathy, understanding, and professionalism that creates a positive memorable experience for our members.
Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals.
Foster a positive and supportive work environment that encourages teamwork and collaboration.
Monitor and analyze key performance metrics, such as AHT, first call resolution, quality scores, and NPS while identifying areas for improvement and implementing strategies to optimize team performance.
Assist with escalated customer issues and complaints, resolving them promptly and satisfactorily.
Identify and work with partner teams to provide ongoing development opportunities for existing staff.
Prepare regular reports on team performance and operational metrics for management review.
Analyze data to identify trends, opportunities, and areas for improvement.
Use insights from data analysis to inform decision-making and drive continuous improvement initiatives.
Foster an environment focused on finding innovation and creative solutions for pain points.
Ensure that the team is following procedures and providing best-in-class service.
Hold team members accountable through performance by defining clear goals, objectives, responsibilities, and priorities.
Identify, escalate issues, and propose recommended solutions regarding potential issues with the process, systems, and operations inefficiencies
Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal, and pertinent regulations.
Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud, or lack of compliance. Participates in special projects as requested