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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:
Oversight of Student Loan Servicing External Partnerships
This role will be a critical point of contact for both internal stakeholders and our external SL servicing partners to assist in managing student loan servicing day-to-day management needs. The role will manage high profile meetings and coordinate with SoFi key stakeholders managing face to face meetings, high priority emails, issue management deadlines, program guideline changes. Monitoring SLA’s, while assisting with highly escalated member complaints, and complaint trend analysis. This role will also serve as a servicing program testing expert to make sure our servicing partners are adhering to program requirements and assisting with internal compliance testing, audits, and exams.
What you’ll do:
- Assisting in leading & partnering with vendors to achieve performance targets, manage overall quality and customer experience, and continuously drive process improvements
- Monitor performance activities across servicing partners to ensure proper work levels to accounts, including complaints, member experience, program guideline, policies and procedure adherence, and control monitoring
- Involved in frequent on-site visits managing general oversight practices and assist in developing any new enhancement deliveries
- Interact with vendor in the identification, tracking and resolution of issues and concerns
- Being a back-up for reconciling vendor invoicing and submission for timely payment
- Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems and operations inefficiencies, to their direct manager with the goal of contributing to operational success
- Serve as a second tier for escalated customer issues and questions
- Monitor for complaint trends and potential issues with servicing partner program adherence or processes
- Perform all other duties as assigned by management
What you’ll need:
- Bachelor's degree or equivalent student loan servicing experience
- 4+ years' experience in student loan oversight
- Student loan servicing systems and standard program functionality
- Complaints oversight management
- Experience with student loan servicing fees and invoicing
- Excellent email and communication skills
- High level of meeting coordination and agenda preparation
- Organization of open actions and follow-ups
- Leadership capabilities to lead other
- Exam Management coordination
Nice to have:
- Experience with Student Loan servicing systems and standard program functionality in the market
- Data querying capabilities in snowflake and tableau
- Audit and testing experience in Student Loan servicing
- Strategizing student loan program changes to improve member experience
- Control gap recognition and control creation based on identified issues and gaps
*This position will be in office. Remote options for this position are not available.
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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Hybrid Workspace
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!
