Disputes Investigation Associate

The role:

As a Dispute Investigation Associate, you will be responsible for assisting SoFi Members in adjudicating disputes they believe to be in error. Dispute Investigation Associates review account details, including all relevant transactions, credits, and debits to the accounts, recent history of logins, updates to PII, and disputed merchant history, to accurately resolve the dispute.

You will use your knowledge of US banking regulations and operating procedures and your experience to analyze the information provided by the Member, including all account and transaction information available. Using all relevant information, you will determine the facts around the dispute, removing all possible biases and making an accurate dispute decision.

What you’ll do: 

• 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

What you’ll need:

• 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.