Associate Manager, Orginations (Funding)

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 Associate Manager, Originations Operations (Funding), leads, coaches, and develops a team of Origination Specialists (Funding) agents who work on various pre-funding tasks after signing and before funding our Personal Loan, Student Loan, and Private Student Loan products. In addition to supervising our funding agents to success metrics, you will help identify and implement improvement opportunities to help our SoFi members, improve our employee experience with the Originations Funding team, and help our funding agents develop and grow their careers.
What you'll do:

• Independently manage a team of 15-20 funding agents, monitoring their workload to ensure the appropriate allocation of resources is in place to meet service level agreements (SLAs) and key performance indicators (KPIs)
• Hire, train, mentor, coach, and develop the Funding team members in task prioritization, and member interactions via phone and email. Serve as a second tier for escalated customer issues and questions.
• Take an active role in assisting in the career development and growth of your frontline team members
• Own your frontline team member's employment experience at SoFi through exceptional communication on company and department strategies, individual/team level priorities, and performance feedback
• 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 that roll up to success metrics for you as the leader of the team
• 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:

• 1-2 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:

• 2-4 years of supervisory or management role preferred
• Loan processing, student loan originations, consumer credit, or consumer lending experience is highly preferred

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 embracing diversity. 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 [email protected].
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.