Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role:

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.

What you’ll do:

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

What you’ll need:

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

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

Manager, Fraud Inbound

AI overview

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.