Member Service Representative, Lending

The role

The Member Service Representative (Originations Specialist) is a full-time role focusing on inbound member support for the SoFi Lending Operations team.  Originations Specialists are required to successfully complete a nine-week classroom and on-the-job training course.  If you are driven and a self-starter, who is able to make decisions while applying analytical skills required to manage reviewing tasks and have the ability to learn, retain, and apply new information quickly - then join SoFi.

Originations Member Support team members provide best-in-class member service to SoFi lending members and potential members through our phone and chat inbound channels.. You’ll work with various internal teams to assist members with their questions. If you’re successful and want to grow, a natural progression can lead to any number of higher-level individual contributors or leadership roles.

What you’ll do:

• Respond to member inbound inquiries via phone and chat regarding SoFi’a Student Loan and Personal Loan applications, taking upwards of 50+ calls per day. 
• Take ownership of resolving member inquiries and attempt to foresee the causes of additional inquiries. 
• Demonstrate empathy, professionalism, top-notch problem-solving skills, and relationship management
• Follow compliance and regulatory guidelines in order to protect sensitive information and keep our members’ trust
• Share insights with teammates regarding the root causes of member inquiries, concerns, and complaints. 
• Advocate on our members’ behalf to improve our products, operations, and policies
• Clearly document Member interactions using templates where appropriate
• Develop strong knowledge of internal processes and procedures to ensure the quality of loan system data and the adequacy of paperless loan documentation
• Perform ad hoc duties as assigned

What you’ll need:

• 1+ year experience in customer service or call center environment
• A passion for helping others while solving problems quickly
• Excellent verbal and written communication skills 
• Proven organizational and time management skills
• Proficiency in Google products, data visualization tools, customer service tools, and admin tools
• A professional demeanor and strong work ethic and strong attention to detail
• High school diploma or GED required
• Flexibility to work alternative schedules: evenings, early mornings, weekend days. Some bandwidth for overtime as the need arises

Pluses:

• 1+ year experience in finance or banking environment
• 1+ years experience in loans or other lending products