Fraud Inbound Manager

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