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Disputes Investigation Associate

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SoFi

9d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Banking & Finance
  • Jacksonville
  • Quick Apply

AI generated summary

  • You need 2+ years in dispute resolution, knowledge of relevant laws, proficiency in tools like Google Sheets, strong communication skills, empathy, and the ability to multitask in a fast-paced environment.
  • You will research and resolve debit, credit, ACH, and check disputes, analyze transactions, mentor team members, navigate multiple systems, and ensure compliance with banking regulations.

Requirements

  • 2+ years of dispute resolution investigative processes and procedures experience at a financial institution
  • Proficient knowledge of federal laws, rules, and regulations, including TILA/REG Z, Reg E, UDAAP
  • Extensive knowledge of SoFi’s internal processes and products
  • Extensive knowledge of US and SoFi internal banking process
  • Proficient knowledge of dispute categorizations and ability to identify missing or needed information to adjudicate disputes
  • Experience using tools such as Google Sheets/Excel, Docs/Word, and Slides/PowerPoint
  • Excellent interpersonal, written, and verbal skills to communicate effectively with SoFi members and members of SoFi’s leadership team
  • Ability to speak and write with empathy under challenging situations and de-escalate to assist members properly
  • Self-motivated and able to work independently, applying analytical skills required to manage tasks
  • Must be detail-oriented and able to work in a fast-paced environment while multi-tasking to manage competing priorities with critical deadlines
  • Critical thinking and data-based decision-making in a fast-paced environment with an emphasis on accuracy and speed to resolutions

Responsibilities

  • Research, investigate, and resolve debit, credit, ACH, and check disputes (both authorized and unauthorized) to ensure they stay within regulatory requirements with consistent contact with SoFi or other partners as directed
  • Analyzes disputed transactions, spending patterns, account access, and relevant member data to make decisions on claims of fraud or errors in adherence to all banking regulations using provided guidance.
  • Articulate investigation process, mentor other team members on low to medium-complexity disputes, and make rapid decisions on complex dispute issues.
  • Navigate multiple systems to accurately research each dispute thoroughly.
  • Other duties as assigned and articulated in provided SOPs.

FAQs

What is the role of a Dispute Investigation Associate?

A Dispute Investigation Associate is responsible for assisting SoFi Members in adjudicating disputes they believe to be in error by reviewing account details, transactions, and the relevant history to accurately resolve disputes in compliance with banking regulations.

What qualifications are required for this position?

Candidates must have 2+ years of experience in dispute resolution investigative processes at a financial institution, proficient knowledge of federal regulations such as TILA/REG Z and Reg E, and excellent communication skills, among other qualifications.

What types of disputes will I be investigating?

You will research, investigate, and resolve debit, credit, ACH, and check disputes, including both authorized and unauthorized transactions.

What tools will I be expected to use in this role?

You should be experienced in using tools such as Google Sheets/Excel, Docs/Word, and Slides/PowerPoint for analysis and reporting.

Is there potential for career growth in this position?

Yes, the role includes opportunities to mentor other team members and potentially take on more complex dispute issues, which may lead to career advancement.

Can I work remotely for this position?

Due to insurance coverage issues, we are currently unable to accommodate remote work from Hawaii or Alaska. Other locations may have remote work opportunities in a hybrid format.

What benefits does SoFi offer?

SoFi provides a comprehensive benefits package. For detailed information, visit the Benefits at SoFi page.

How does SoFi ensure a diverse and inclusive work environment?

SoFi is committed to fostering an inclusive culture and provides equal employment opportunities regardless of protected characteristics. The company also offers reasonable accommodations for candidates with disabilities during the application and interview process.

What qualities are essential for success in this role?

Essential qualities include strong analytical skills, detail orientation, the ability to work independently in a fast-paced environment, effective communication skills, and the capability to remain empathetic while assisting members.

How will the base pay be determined for this role?

The final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. The base pay range is provided in the job listing.

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SoFi

SoFi helps you save, spend, earn, borrow, invest, and protect your money–all in one app. NMLS 1121636

Finance
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

SoFi is a values-driven company on a mission to help our members get their money right. We create modern financial products and services that help people borrow, save, spend, invest, and protect their money better, so that they can achieve financial independence and realize their ambitions—from owning a home to saving for retirement, paying off their student loans, and more.