The role:

The Consumer Loan Reviewer (Originations Specialist III) is a full-time position dedicated to providing a "Best in Class" loan experience for SoFi members. To ensure your success, you will complete a comprehensive 3-phased training program that blends classroom instruction with hands-on "nesting" (on-the-job training).

As you progress through each phase, you will expand your expertise across SoFi’s entire suite of unsecured lending products:

• Phase l: Personal Loan Products – Establish your foundation by mastering our core personal lending offerings and member service standards.
• Phase ll: In-School & Student Loan Refinance – Expand your skill set to include SoFi’s specialized education lending products.
• Phase lll: Complex Lending Products – Finalize your expertise by managing intricate loan scenarios and advanced unsecured lending products.

Once you have successfully navigated these phases and entered the full production environment, you will serve as a versatile subject matter expert capable of supporting our members across all product lines.

What you’ll do:

• Review all applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources including self-employment and verifying documents provided by applicants.
• Work both Simple and Complex financial profiles- including Self-Employed applications for our lending products
• Verify member’s identity and other required regulatory documentation
• Clearly document Member interactions using selected templates where appropriate
• Perform outbound outreaches to applicants to successfully move applications through the process of funding
• Demonstrate empathy, professionalism, top-notch problem-solving skills, relationship management
• Follow compliance and regulatory guidelines to protect sensitive information and meet the Member needs 
• Operate within a team environment of 15-20 team members, working towards a common goal
• Share insights with teammates regarding the root causes of member inquiries, concerns, and complaints. Advocate on our members’ behalf to improve our products, operations, and policies
• Develop strong knowledge of internal processes and procedures to ensure the quality of loan system data and the adequacy of paperless loan documentation
• Perform ad hoc duties as assigned

What you’ll need:

• 2+ years of experience in a contact center environment
• 1+ years of experience in financial services
• A strong connection to the SoFi Mission and Values
• A passion for helping others while solving problems quickly 
• Professional demeanor and strong work ethic, high accuracy, and strong attention to detail
• Strong verbal and written communication skills 
• Excellent organizational and time management skills
• Proficient in Google products, data visualization tools, customer service tools, and admin tools
• A self-starter, able to make decisions while applying analytical skills required to manage reviewing tasks
• Able to learn, retain, and apply new information quickly
• Able to identify trends in your day-to-day work, in a spreadsheet, in a series of charts/graphs and connect those trends to a possible root cause 
• To establish productive working relationships with co-workers, management, and clients
• College degree desired. High school diploma or GED required
• Ability to work alternative schedules: weekends and weekdays, evenings, and early mornings
• Flexibility to work overtime, as the need arises

The role:

The Associate Manager, Originations (Review) is responsible for leading, coaching, and developing a team of Origination Specialist (Review) agents who handle the review and processing of SoFi’s Personal loans, Student loans, and Private School loan products.  In addition to supervising our loan review agents to success metrics, you will also help us identify and implement improvement opportunities to help our SoFi members, improve our employee experience with the Originations Review team, and help our review agents develop and grow their careers.

What you’ll do: 

• Independently manage teams of 15+ loan reviewers, monitoring their workload to ensure the appropriate allocation of resources is in place to meet service level agreements (SLAs) and key performance indicators (KPIs)
• Mentor, coach and develop the Review  team members both in loan processing and in member interactions via phone and email
• Hire, train, motivate, monitor, and coach new Origination Specialist (Review) agents Serve as a second tier for escalated customer issues and questions
• Handle special member circumstances and problems as they arise
• Ensure that the team is following procedures to stay compliant while providing a “Best in Class” loan experience for our SoFi members
• Performance manage team members through scorecard metrics
• Foster a culture of accountability and continuous improvement within the team 
• Identify escalated issues and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies, to direct manager to contribute to operational success

What you’ll need:

• 2+ years of customer service experience at a financial institutions 
• Associate's Degree preferred but not required 
• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment
• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to associates, members, and management
• Ability to react to change quickly and implement new processes & procedures
• Work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Available for all operating hours including evenings and weekends

Nice to have:

• 2+ years of supervisory or management role preferred
• Loan processing, student loan originations, consumer credit, or consumer lending experience is highly preferred