Disputes Processing Associate

The role:

The Disputes Processing Associate is responsible for supporting the daily dispute activities at SoFi by performing triage of existing disputes and ensuring each dispute is completed in accordance with established procedures and processes. Daily responsibilities will include proper categorization of member disputes, ensuring members are updated to status, gaining additional information, and monitoring reports to ensure adherence to regulatory guidelines and SoFi standards.

As part of a dynamic team, the Disputes Processing Associate contributes to our best-in-class back office by delivering exceptional member service and providing efficient operational support. At the (S2) level, individuals are expected to follow established procedures while using sound judgment to identify and escalate more complex cases to team leadership.

What you’ll do:

• Develop as a subject matter expert for debit, credit card, ACH, P2P and Checks disputes processing and categorization.


• Demonstrates a strong understanding of dispute categorization, with the ability to accurately identify and classify disputes. Capable of supporting and guiding newer associates by answering questions and sharing expertise.


• Effectively communicates via email or phone with vendors and internal leaders to ensure tasks are completed accurately and on time. When additional information is required, the agent is comfortable reaching out to vendors or members to obtain the necessary documentation or answers to support accurate dispute processing.


• Process various types of disputes in accordance with Regulations E, CC, or Z.


• Ensure all dispute tracking is accurate and timely to ensure we are meeting regulatory timelines.


• Ensure SOPs are accurate by submitting changes to the Team Leads when necessary


• The hours of the position will be 8:00am-5:00pm EST, Monday through Friday. Please note, the hours may change as volumes increase to meet daily deadlines. Currently there is a one day a week office requirement.

What you’ll need:

• Required - High school diploma 


• Minimum of 1+ years of relevant banking operations experience


• Deep understanding of how the financial services industry


• Ability to analyze data with strong attention to detail and accuracy 


• Strong problem-solving skills


• Strong written and verbal communication skills


• General accounting knowledge