Member Service Representative, Lending

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

 

The Member Service Representative (Originations Specialist) is a full-time role focusing on inbound member support for the SoFi Lending Operations team.  Originations Specialists are required to successfully complete a nine-week classroom and on-the-job training course.  If you are driven and a self-starter, who is able to make decisions while applying analytical skills required to manage reviewing tasks and have the ability to learn, retain, and apply new information quickly - then join SoFi.

 

Originations Member Support team members provide best-in-class member service to SoFi lending members and potential members through our phone and chat inbound channels.. You’ll work with various internal teams to assist members with their questions. If you’re successful and want to grow, a natural progression can lead to any number of higher-level individual contributors or leadership roles.

What you’ll do:

• Respond to member inbound inquiries via phone and chat regarding SoFi’a Student Loan and Personal Loan applications, taking upwards of 50+ calls per day. 
• Take ownership of resolving member inquiries and attempt to foresee the causes of additional inquiries. 
• Demonstrate empathy, professionalism, top-notch problem-solving skills, and relationship management
• Follow compliance and regulatory guidelines in order to protect sensitive information and keep our members’ trust
• 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
• Clearly document Member interactions using templates where appropriate
• 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:

• 1+ year experience in customer service or call center environment
• A passion for helping others while solving problems quickly
• Excellent verbal and written communication skills 
• Proven organizational and time management skills
• Proficiency in Google products, data visualization tools, customer service tools, and admin tools
• A professional demeanor and strong work ethic and strong attention to detail
• High school diploma or GED required
• Flexibility to work alternative schedules: evenings, early mornings, weekend days. Some bandwidth for overtime as the need arises

Pluses:

• 1+ year experience in finance or banking environment
• 1+ years experience in loans or other lending products

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,