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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 will directly manage and support a team of Originations Specialists (OMS) focused on helping members complete the SoFi loan application process.. The Associate Manager is responsible for driving business and process changes to ensure SoFi members and employees have an exceptional experience.
What you’ll do:
- Lead: Independently manage a team of up to 15 Originations Specialists ensuring the team is following procedures, providing excellent customer service and processing loan applications that meet SoFi’s standards for quality and member experience. Set and motivate your team to achieve performance goals by defining clear objectives, responsibilities, and priorities
- Learn: Gain a deep understanding of the member experience at every step of the application process. This knowledge will help you support your team as they have questions, come across new trends and learn new areas of lending operations.
- Coach: Develop team members both in loan processing and in customer interactions via phone, chat, SMS, and email
- Improve: Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk
- Monitor: Track day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans
- Respond: Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies as they happen
- Hire: Hire, train, and coach new Specialists on our Lending products and processes
- Grow: Care for your direct reports by forming their broader career goals into realistic, actionable steps that you work together on
- Smile: Challenge the status quo every day with a positive and productive mindset
What you’ll need:
- 1-2 years of experience managing the output and performance of others in a call center environment, preferably within the financial services industry
- 2-3 years of experience in customer service, lending application review, trust+safety, sales, or similar function
- Experience training, motivating, monitoring, and supporting teams of customer service agents in a metric-driven environment
- Knowledge of speaking directly with customers on escalated issues
- Demonstrates excellent written and verbal communication skills
- Ability to react to change quickly and implement new processes & procedures
- Work independently with little or no supervision
- Ability to analyze data sets, confirm the integrity of the data, and draw conclusions
- Professional demeanor and excellent work habits are essential
- Note that some evenings and weekend days will be required
Nice to have:
- Student loan originations, consumer credit, or consumer lending experience preferred
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What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
