SoFi · 3 days ago
Senior Director, Fraud & Disputes Operations
Charlotte, NC
Full-time
Hybrid
Senior Level, Lead/Staff
$173K/yr - $297K/yr
10+ years expSoFi is a next-generation financial services company and national bank that is transforming personal finance. The Senior Director, Fraud and Disputes Operations will provide strategic and operational leadership for fraud prevention and dispute operations, ensuring efficiency and compliance as the company scales rapidly.
CreditCredit CardsFinancial ServicesFinTechLendingWealth Management
Responsibilities
Define, develop, deliver, and manage key business processes for fraud prevention, investigations, and dispute operations within the Fraud and Disputes COE
Recruit, develop, and lead an operations team, including potential offshore support teams, to drive company and role objectives
Oversee disputes/chargeback processing, ensuring compliance and delivery within SLAs
Develop and maintain procedures for all key workflows, including documentation of non-manual processing in partnership with strategy functions
Own continuous improvement of manual processing, including hiring/profile strategy(s), QA oversight and delivery, talent management including agent scorecards, coaching, and performance management, and six sigma process improvement
Interface with bank partners and conduct/own key compliance items such as 1LOD testing, audit/exam responses, controls improvements, and relevant complaints response
Own BPO relationship(s) including driving strategic footprint, ensuring strong weekly/daily vendor output, and managing BPO costs
Partner with Operations Analytics teams to ensure efficient handling of peak volume periods and achievement of KPIs across all support channels/queues
Surface opportunities for more effective and efficient processing; partner with servicing strategy teams on business case and delivery (as needed)
Administer and leverage fraud detection technologies and platforms
Stay abreast of emerging trends, fraud schemes, techniques, and financial technology (FinTech) and proactively implement preventative measures
Qualification
Required
10+ years of progressive management experience in operations functions, with a proven track record of managing large teams
10+ years of experience in fraud risk management, financial crime investigations, or a related field. Experience in financial services preferred
Proven ability to drive operational transformation which enables more effective and efficient processing
Prior experience managing outsourced operations is required
Hands-on leader who goes deep with their team and is process-oriented
Strong experience in disputes/chargeback and risk operations domains
Experience operating within regulatory frameworks such as Reg E, Reg Z, FCRA, UDAAP, NACHA, and other relevant regulations is a must
Experience in developing and implementing strategic fraud prevention programs
Experience with advanced fraud detection technologies and platforms
Experience in developing metrics and KPIs for fraud prevention programs
Exceptional written and oral communication skills
Exceptional people leader and collaborator
Preferred
Bachelor's degree in Business, Finance, Mathematics, or a related field
Strong knowledge of fraud, identity theft, account take-over, financial crimes, and other fraud tactics
Experience with chargeback and recovery rate processes
Experience with managing partners/outsourcing and strong negotiation skills
Experience with regulations and navigating through the audit process
Experience with automation/tools/platforms to improve effectiveness and efficiency (e.g., Robotic process automation, artificial intelligence, work case management solutions, APIs)
Company
SoFi
SoFi is a finance company that offers a range of lending and wealth management services.
1001-5000 employees
H1B Sponsorship
SoFi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (213)
2024 (117)
2023 (131)
2022 (118)
2021 (81)
2020 (42)
Funding
Current Stage
Public CompanyTotal Funding
$12.25BKey Investors
Fortress Investment GroupPGIMQatar Investment Authority
2025-12-04Post Ipo Equity· $1.5B
2025-07-29Post Ipo Equity· $1.5B
2025-04-17Post Ipo Debt· $3.2B
Leadership Team
Anthony Noto
CEO
Jeremy Rishel
Chief Technology Officer
Recent News
dcm.com
2025-12-31
The Motley Fool
2025-12-26
2025-12-24
Company data provided by crunchbase