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Head of Fraud Investigation Operations
2 months ago
About Us:
Join us in shaping a more secure financial landscape. At SoFi, we are transforming personal finance through innovative, mobile-first solutions that empower our members to achieve their financial aspirations. As a leading financial services provider and national bank, we are at the forefront of an industry-wide evolution, committed to making a positive impact on the lives of our members. Invest in your future with us.
Position Overview:
The Fraud Prevention Center of Excellence at SoFi plays a crucial role in supporting responsible growth across lending, banking, investing, and other member-centric activities, all while aligning with the company's risk tolerance. This team oversees enterprise-wide risks, including credit, deposit products, and fraud prevention, ensuring compliance with regulations and acting as a vital second line of defense. The Director of Fraud Investigations will lead teams of fraud investigators both domestically and at our Global Delivery Center. Key responsibilities include establishing and refining investigation standards, standardizing operating procedures, and integrating automation tools to enhance the effectiveness and efficiency of our investigators. This role will also ensure that execution plans across various products provide a consistent member experience while adhering to investigation standards. Collaboration with Fraud Prevention Policy, Operations Analytics, Fraud Platform, AML, Legal, and Compliance teams will be essential in driving operational excellence in fraud prevention.
- Facilitate process change management by leveraging data for insights and improvements in partnership with Operations Analytics.
- Guide and mentor investigators to enhance productivity while fostering accountability and effectiveness.
- Develop and implement standard operating procedures for new processes.
- Identify opportunities to mitigate fraud risk while enhancing the member experience.
- Collaborate with workforce management to optimize cost and capacity in meeting established service level agreements.
- Explore avenues for financial recovery through partnerships with other financial institutions or law enforcement.
- Design and deliver training programs across investigations to ensure high-quality outcomes.
- Work with Quality Assurance teams to validate the quality of service delivery.
- Provide insights to the policy team regarding emerging fraud trends and validate exposure points through appropriate channels.
- Assist Legal and Compliance teams with referral cases.
- Foster teamwork through daily collaboration with investigators, BSA, Fraud Prevention Policy, Operations Control, and Engineering Product Design to execute fraud investigation strategies effectively.
- Prioritize member protection by ensuring SoFi members are safeguarded against fraud while minimizing friction in their interactions.
- Encourage innovation by bringing forward creative solutions to develop top-tier investigation processes across SoFi's diverse product offerings.
- Utilize data-driven approaches in collaboration with Workforce Management, Operations Analytics, and Risk Infrastructure to shape the future of fraud investigation.
- Continuously assess operational procedures to optimize costs, enhance member experience, and boost team morale; re-evaluate technological infrastructure to improve member interactions.
- Drive performance outcomes by designing effective controls that proactively identify and manage operational risks.
- Exercise risk controllership by independently reviewing and challenging material estimates and processes that inform capacity management.
- Serve as a subject matter expert in Fraud Prevention Investigations, ensuring optimal team performance and member security against fraud attempts.
- 10+ years of relevant experience in fraud or financial crime operations, managing multiple teams within large or regional financial institutions.
- Preferred: Extensive experience in Fraud Investigation operations with a focus on data-driven operational excellence.
- Experience in Investment Securities Fraud is advantageous.
The compensation range for this position is competitive and will be determined based on individual qualifications, experience, and location. For a comprehensive overview of our benefits, please visit our Benefits at SoFi page.
SoFi is an equal opportunity employer, committed to diversity and inclusion in the workplace. We provide reasonable accommodations to candidates with disabilities during the application and interview process. We welcome applicants from all backgrounds and experiences.
