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Manager, Disputes and Vendor Operations
SoFi
Operations
Jacksonville, FL, USA · cottonwood heights, ut, usa
Posted on Nov 12, 2025
Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role:
We are seeking a Manager of Dispute Intake & Vendor Operations to join our SoFi Dispute Operations leadership team.
We are looking for leaders who are passionate about next level customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you.
What You’ll Do:
- Partner with our internal and external agents and partners to deliver a best in class disputes intake experience with empathy, understanding, and professionalism that creates a positive memorable experience for our members.
- Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals.
- Foster a positive and supportive work environment that encourages teamwork and collaboration.
- Monitor and analyze key performance metrics, such as AHT, first call resolution, quality scores, and NPS while identifying areas for improvement and implementing strategies to optimize team performance.
- Assist with escalated customer issues and complaints, resolving them promptly and satisfactorily.
- Identify and work with partner teams to provide ongoing development opportunities for existing staff.
- Prepare regular reports on team performance and operational metrics for management review.
- Analyze data to identify trends, opportunities, and areas for improvement.
- Use insights from data analysis to inform decision-making and drive continuous improvement initiatives.
- Foster an environment focused on finding innovation and creative solutions for pain points.
- Ensure that the team is following procedures and providing best-in-class service.
- Hold team members accountable through performance by defining clear goals, objectives, responsibilities, and priorities.
- Identify, escalate issues, and propose recommended solutions regarding potential issues with the process, systems, and operations inefficiencies
- Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal, and pertinent regulations.
- Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
- Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud, or lack of compliance. Participates in special projects as requested
What You’ll Need:
- 5+ years of management experience including a call center environment
- 5+ years of experience in banking/credit fraud and dispute resolution
- Disputes experience and adherence to NACHA, Reg E, Reg CC, Reg D, Reg Z, Truth in Savings Act, etc.
- A Subject Matter Expert on all dispute types (Debit, Credit, Zelle, ACH, Check, P2P
- Disputes Call center or processing center management experience is strongly preferred
- Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
- Must be or have been fingerprinted and cleared by FINRA
- Excellent leadership skills are required to lead a team of associates and manage outsourced teams
- Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates, customers as well as management
- Ability to react to change quickly and implement new processes & procedures
- Ability to work independently with little or no supervision
- Professional demeanor and excellent work habits are essential
- Some evenings and weekend days may be required
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.