Senior Director, Global Fraud Operations

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We’re a next-generation fintech company 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.

About The Role

SoFi’s Fraud Prevention Center of Excellence team has responsibility for ensuring responsible growth in lending, banking, investing and other member related activities are consistent with the company’s risk

appetite. The team holistically manages enterprise fraud threats and ensures strong compliance with regulations, acts as a multi-layered line of defense in oversight of business

operations, and works to ensure fraud prevention risk policies factors a member-first experience.

Senior Director of Global Fraud Operations (Investigations + Prevention & Detection + Specialized/Law Enforcement Liaison)will have responsibility managing and building operations teams supporting SoFi’s growth. The role will be tasked to develop and deploy Operational strategies driving operational efficiency, accountability, identify recovery opportunities, and delivering Member first experience. You will be managing 4 Fraud Operations teams located domestically as well as at different Global Delivery centers. You will partner with Fraud Prevention Policy, Business Controls, Fraud Infrastructure, Fraud analytics, AML, Legal and Compliance teams to drive first line of defense in the fraud prevention domain.

Senior Director of Global Fraud Operations reports directly to the VP of Fraud Prevention.

Key responsibilities include:

• Develop and drive Training across all Fraud Operations
• Passionate about Member experience and identify and resolve Member complaint pain points through process augmentation leveraging technology.
• Process change management, leveraging data to drive insights and improvement.
• Partner with BSA to ensure consistent investigative standards.
• Develop fraud dispute management process and identify capability needs.
• Ensure optional excellence by driving measurable KPIs results.
• Provide feedback to the policy team on emerging fraud patterns and identify areas of vulnerability across SoFi ecosystem to different types of fraud.
• Managing cost while meeting SLA by driving automation and optimization of resources allocated.
• Develop operational controls and oversight for both onshore and offshore Operations.
• Lead, develop, and drive Operational visions to support responsible business growth and Member experience.
• Identify opportunity for recovery through engagement with law enforcement.

By joining SoFi, you’ll become part of a forward-thinking company that is transforming financial services for the better. We offer the excitement of a rapidly growing startup with the stability of

an industry leading leadership team.

Responsibilities:

• Teamwork is Job 1… daily critical collaboration is necessary with Business Leaders, Fraud Prevention Policy, Risk functions, Operations Control, AML, and Engineering

Product Design. This is the conduit to execution of our Fraud Prevention Strategies and a critical feedback loop balance risk with member experience.

• Members are our Passion… ensure our SoFi members are protected from fraud at every touchpoint. But when our Member reach out we are delivering best experience

balancing fraud mitigation with the most efficient processes.

• Innovate… we need you to bring your brightest ideas to build best-in-class fraud operations process across SoFi’s wide suite of products.
• Data Driven… Collaborate with Workforce management, Fraud Prevention Analytics, PMO and Risk Infrastructure to help architect the future of fraud operations with

analytically based assessment and deployment capabilities to driven efficiency, right staffing, and agent level accountability.

• Challenge Status Quo… constantly evaluate the adequacy of operational procedure and put in place a process to optimize balance of Member experience, fraud prevention, and

costs; re-evaluate technological infrastructure to continuously optimize the balancing equation.

• Drive Performance Outcomes… Design effective fraud operations roadmap with controls that leverage synergy among different Fraud Operations teams while delivering results

that meet SLAs, identify and triage fraud events with a playbook, and constantly looking for opportunities to improve processes.

• Risk Controllership… Understand and design appropriate Fraud Operations control points and reporting to ensure flawless executions for domestic and global delivery

centers.

• Be a Fraud Operations SME… Serve as a subject matter expert for Fraud Operations. This includes Prevention and Detections, Investigation, Fraud disputes, and Law Enforcement engagement.

Qualifications:

• 15+ years of Fraud Operations experience at top 10 US financial institutions managing deposit products or credit cards. Experienced managed teams domestically and

offshore.

• Strongly Preferred: Extensive work in Fraud Investigation operations, knowledge in BSA, and have experience building out fraud dispute management team.
• Lead process improvement and organization transformation.

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.

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 embracing diversity. 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.