The role

The Originations Specialist is a full-time, entry-level role designed to provide a hands-on learning experience with SoFi Lending Operations focusing first on inbound member support. We want to see you succeed in this role, so it opens potential down the road to learn different parts of the business, including reviewing loan applications. Origination Specialists will complete a nine-week classroom and on-the-job training course which will set you up to achieve success as you enter a full production environment.

Member Support: You will provide best-in-class service to SoFi members over the phone, chat, SMS, and email through 1:1 interactions. You’ll work with various internal teams to assist SoFi members with questions and solve problems regarding SoFi’s Lending products. If you’re successful and want to grow, a natural progression can lead to the next phase within our Lending Team; “Application Review.”

Application Review: When the business need is available, there is potential for high-performing team members to expand their knowledge and skill set by moving into a Lending Application Review role. This position reviews and verifies applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources excluding self-employment, and verifying documents provided by applicants.

What you’ll do:

• Respond to member inbound inquiries via phone, chat, SMS and email regarding SoFi’a Student Loan and Personal Loan applications. Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries. Provide timely follow up to all outstanding items
  

• Demonstrate empathy, professionalism, top-notch problem solving skills, relationship management
  

• Follow compliance and regulatory guidelines in order to protect sensitive information and meet the member needs
  

• 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 selected templates where appropriate
  

• Prepare and start training to review applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources excluding self-employment and verifying documents provided by applicants
  

• Verify identity, income, and other required documentation
  

• Perform outbound outreach to applicants and work with the applicant and the Operations team to successfully move applications through the process to funding
  

• Prepare and present applications that may be eligible for credit exceptions to relevant teams
  

• 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:

• A strong connection to the SoFi Mission and Values

• A passion for helping others while solving problems quickly

• Strong verbal and written communication skills

• Excellent organizational and time management skills

• Proficient in Google products, data visualization tools, customer service tools and admin tools

• A self starter, able to make decisions while applying analytical skills required to manage reviewing tasks

• Able to learn, retain and apply new information quickly

• Able to identify trends in your day-to-day work, in a spreadsheet, in a series of charts/graphs and connect those trends to a possible root cause

• To establish productive working relationships with co-workers, management and clients

• Professional demeanor and strong work ethic, high accuracy and strong attention to detail

• College degree desired. High school diploma or GED required

• Ability to work alternative schedules: evenings, early mornings, weekend days. Some bandwidth for overtime as the need arises