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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:
As a Home Loan Member Advocate III working in a mortgage environment, you will perform multiple duties while in this role which include Retention, Loan Restructure, and Customer Service efforts. You will utilize your customer service and sales skills to make outbound calls to existing SoFi Members and provide the customer with an appropriate resolution/offer that will retain their business. You will also utilize your customer service, product knowledge and sales skills to work with loan files that need to be restructured to meet agency guidelines and to make outbound calls to borrowers to review any needed changes.
What you’ll do:
Retention:
- Identify sales opportunities while servicing customers in order to retain business
- Work with management to create, optimize, and evolve retention strategies to keep clients in the future
- Work closely with secondary markets to ensure minimum company profitability margins are still met while retaining existing borrowers
- Identify areas of customer improvement
- Evaluate the customer service experience
- Develop an understanding of what is needed to create a great client experience
- Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
- Evaluate program results and optimize as needed with management
Loan Restructure:
- Identify and address loan guideline fails
- Work directly with borrower and operations team to ensure the restructured loan is successfully delivered to our borrower and terms are agreed upon
- Work closely with processing, sales, and secondary to minimize customer engagement and maximize the overall customer experience with limited delays and contact
- Identify areas of customer improvement
- Optimize the customer service experience
- Develop an understanding of what is needed to create a great client experience
- Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
- Evaluate program results and optimize as needed with management
- Improve lock-to-fund conversions by managing escalated files and bringing resolution with improved cycle times
What you’ll need:
- Bachelor’s Degree and 2 years of proven sales experience in the mortgage industry as a licensed loan officer
- NMLS licensing is required.
- Knowledge of Fannie Mae, Freddie Mac, VA and FHA Guidelines (Jumbo a plus)
- Ability to maintain a pipeline of 15-25 loans of mixed variety
- Excellent oral and written communication skills
- Works well under pressure and requires minimal supervision to perform basic job functions
- Has an eagerness to delight clients throughout the loan process
- Multiple existing state licenses are preferred but not required. Employer will offer additional license opportunities. Applicant must meet minimum requirements for states to include; background checks, fingerprints, and continuing education.
Nice to have:
- Knowledge of Encompass LOS and Optimal Blue
- Experience with Day One Certainty Validations, HomeReady and HomePath products
Skills Required
- Bachelor's Degree
- 2 years of proven sales experience in the mortgage industry as a licensed loan officer
- NMLS licensing
- Knowledge of Fannie Mae, Freddie Mac, VA and FHA Guidelines
- Ability to maintain a pipeline of 15-25 loans
- Excellent oral and written communication skills
- Works well under pressure
What the Team is Saying
SoFi Compensation & Benefits Highlights
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Parental & Family Support — Up to 12 weeks fully paid parental leave, paid caregiver leave, fertility/adoption resources, and subsidized backup childcare/eldercare are offered. Pet insurance and family-building support further broaden the coverage.
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Healthcare Strength — Medical, dental, and vision coverage is paired with company-paid short- and long-term disability and life insurance. Mental-health support via Modern Health and employer HSA contributions enhance overall health support.
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Leave & Time Off Breadth — Flexible vacation for exempt employees, generous PTO for non-exempt, paid holidays, and early-release “SoFi Fridays” expand time-off options. An additional 16 hours of paid volunteer time underscores community engagement.
SoFi Insights
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!
