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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
Top Skills
What the Team is Saying
What We Do
For over a decade, SoFi has helped transform the Fintech industry by creating financial products and services that help people borrow, save, spend, invest, and protect their money better, so they can achieve financial independence and realize their ambitions. Whether it’s owning a home, saving for retirement, paying off their student loans, or helping our members invest - SoFi is there every step of the way. Want to learn more about how it works? Check it out here: https://www.sofi.com/how-it-works/
Our core values are at the center of how we help our millions of members get their money right. They are our guiding principles for how we think about serving our members, building our company, and most importantly, how we work together. At SoFi, it’s not just what we do - but how we do it.
SoFi is also proud to be the naming rights partner of SoFi Stadium, home of the Los Angeles Chargers and the Los Angeles Rams.
For more information, visit SoFi.com
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!
