Fraud and Disputes Member Experience Program Manager
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Overview
Job Description
Employee Applicant Privacy Notice
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:
As the Fraud and Disputes Member Experience Program Manager you will support the creation and execution of initiatives focused on solving the daily challenges that prevent Fraud and Dispute agents from delivering an exceptional member experience. You will act as a key liaison between the frontline and cross-functional partners, identifying specific friction points in the fraud and dispute lifecycle and helping implement the changes—across process, policy, and technology—needed to make an impact. You will be a core contributor to the intake and analysis of operational hurdles, ensuring that every fraud contact is handled with speed, empathy, and accuracy. In this role, success isn't just about efficiency; it's about Trust. You are optimizing the processes that ensure a member feels heard, protected, and supported when their money is on the line.
What You’ll Do:
- {30%} Drive Implementation: Work closely with stakeholders to roll out specific solutions, ensuring that changes to fraud tools or policies are adopted smoothly and provide the intended results for both agents and members. Propose solutions to leaders and work closely with internal business partners to execute.
- {25%} Process & Data Analysis: Review existing fraud and dispute workflows to pinpoint specific bottlenecks and inefficiencies. Use data to highlight the "pain points" that most frequently delay resolution or frustrate members.
- {25%} Solution Design: Assist in developing and proposing practical process updates and workflow redesigns to optimize the dispute journey. Help gain alignment from team leads and stakeholders for implementation.
- {10%} Business Case Support: Help prepare simple cost-benefit analyses and justifications for prioritization, focusing on how specific changes will improve resolution times or reduce agent manual work.
- {10%} Support the Pipeline: Help manage the intake process for agent feedback and maintain the pipeline of potential opportunities. Build strong relationships with frontline staff to ensure their challenges are heard and addressed.
What You’ll Need:
- BA/BS degree required
- Minimum 2+ years of experience in process improvement, operations analysis, or process improvement, preferably within a transformational environment.
- Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.
- Proficiency in process mapping, workflow analysis, root cause analysis, and process optimization techniques
- Experience in the financial services industry
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- Highly motivated self-starter with a passion for driving continuous improvement and operational excellence.
- Effectively network and build partnerships in a fast-paced environment
- Ability to work in a very fast-paced, dynamic, and sometimes ambiguous environment
- Excellent attention to detail
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 accommodations@sofi.com.
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
