SoFi
Finance / FinServ
FraudandDisputesMemberExperienceProgramManager
Neural analysis suggests this role is
optimal for Entry candidates.
“Fraud and Disputes Member Experience Program Manager at SoFi. Skills: Fraud and Disputes Member Experience Program Management, process improvement, operations analysis, solution design, stakeholder management. 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 par”
What You'll Achieve.
ensuring that changes to fraud tools or policies are adopted smoothly and provide the intended results for both agents and members.; Use data to highlight the "pain points" that most frequently delay resolution or frustrate members.; optimize the dispute journey.; improve resolution times or reduce agent manual work.; ensure their challenges are heard and addressed.
Industry & Context.
analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.; 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.; Solution Design: Assist in developing and proposing practical process updates and workflow redesigns to optimize the dispute journey.; root cause analysis
What They're Looking For.
Must Have
BAS degree required, Minimum 2+ years of experience in process improvement, operations analysis, or process improvement, preferably within a transformational environment., 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
What You'll Do.
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.
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.
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.
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.
Support the Pipeline: Help manage the intake process for agent feedback and maintain the pipeline of potential opportunities.
Build relationships with frontline staff to ensure their challenges are heard and addressed.
How You'll Work.
Team & Collaboration
Work closely with stakeholders to roll out specific solutions; work closely with internal business partners to execute; Help gain alignment from team leads and stakeholders for implementation; Build relationships with frontline staff
Communication Scope
Excellent communication and interpersonal skills; ability to effectively engage and influence stakeholders at all levels of the organization
Process & Methodology
Drive Implementation, Support the Pipeline, manage the intake process, maintain the pipeline of potential opportunities
Full 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
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