Fraud Quality Assurance Specialist

Employee Applicant Privacy Notice

Who we are:

The role:

The Fraud Quality Assurance Specialist provides oversight of the work completed by both SoFi Fraud Operations staff and/ or outsourced items with third-party vendors to ensure we are in compliance with state and federal laws and regulations, and SoFi's policies and procedures. The Fraud QA Specialist serves as a Subject Matter Expert and will proactively support SoFi’s Fraud Operation divisions in its QA function by conducting evaluations of alerts/ cases for PL, banking, invest, and credit card products.

What you’ll do: 

• Monitor Fraud Ops/BPO inbound and/or outbound calls as well as fraud reviews to assess quality, compliance, decision making and/or process improvement opportunities


• Keep informed of current Fraud and Risk policies


• As necessary, diagnose, correct, and document issues, risks, and problems using Quality Assurance (QA) practices


• Build effective relationships with internal/external stakeholders and ensure alignment between stakeholders


• Identify coaching insights and opportunities. Provide information to management regarding opportunities for coaching and training of employees to improve the handling of calls/alerts


• Escalate high-risk issues, behaviors, or trends to management for corrective/remedial action as required


• Provide recommendations to improve the effectiveness of the fraud review process while maintaining cost-effectiveness


• Follow up with the business unit to ensure corrective actions are executed timely.


• Prioritize competing responsibilities based on workload and demands


• Maintain an awareness of and act in accordance with team goals and business unit policies


• Perform ad hoc duties as assigned

What you’ll need:

• Must have 3+ years of previous Fraud Investigations or Fraud Prevention/ Detection experience in a financial services environment


• Self-motivated and able to work independently applying analytical skills required to manage reviewing tasks


• Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management


• Ability to multitask and manage competing priorities

• Must be detail-oriented with an ability to work in a fast-paced environment


• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)


• Decision-making skills (experience making decisions, uncovering needs)


• Ability to react to change quickly and implement new processes & procedures