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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
SoFi is seeking experienced Collection Associates who are passionate about the customer experience and have the skills and experience to deliver outstanding results. You will be a part of a meticulously assembled team that shares this passion for delivering an outstanding member experience while resolving delinquent loans . The Collections Specialist is responsible for improving collection rates by employing multi-channel collection efforts in a dialer and chat environment on early stage accounts. This role reports directly to an Associate Manager in Loss Mitigation.
What you’ll do:
Work with customers to satisfy any deficient balances
Review, monitor, and engage with a high volume of customers per day
Review delinquent accounts daily, and maintain losses at or below established guidelines for assigned job duties
Accurately documents all account activities and pertinent information including but not limited to verifications and demographic changes
Complete high-risk processes with accuracy (i.e. Bankruptcy, Cease/Desist, Attorney Representation, etc.)
Meet individual and departmental objectives set by department management
Efficiently assess and recommend action to borrowers concerning all other loan issues
Make recommendations to management for loans needing additional attention
Strives to continuously improve the quality and productivity of work
Be an important part of a lean but growing team with touchpoints across the organization
Some evening and weekend hours will be required.
What you’ll need:
1 to 3 years of first or third-party collection experience. Experience in a financial environment is desired; consumer delinquency and collections, credit underwriting, or customer service experience preferred
Strong ability to negotiate repayment plans for early-stage accounts with varying levels of delinquency
1 to 3 years of customer service experience with an aptitude in de escalating difficult situations
College degree desired. High school diploma or GED required
Exceptional organizational skills and attention to detail
Strong work ethic and pride in work product
Demonstrates a strong customer orientation.
Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.
Firm understanding of personal finance and credit industry best practices
Intermediate Excel skills and general computer literacy
Aptitude for working independently while maintaining a team-first mentality
Ability to work under tight deadlines and exhibit grace under pressure
Desire to improve borrowers’ financial situation but ability to make tough decisions
Excellent written and verbal communication skills
Proficiency in Microsoft Office, Google, and the ability to learn proprietary systems
Nice to have:
Sales experience is a plus
Skilled in developing both external and internal content such as customer communications and the development of procedures and work documents.
Skilled in root cause analysis and problem resolution with both quantitative and qualitative data.
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!
