The role
The Associate Manager, Originations (Review) leads, coaches, and develops a team of Origination Specialist (Review) agents who review and process SoFi’s Personal loans, Student loans, and Private School loan products.
In addition to supervising our loan review agents to success metrics, you will help us identify and implement improvement opportunities to help our SoFi members, improve our employee experience with the Originations Review team, and help our review agents develop and grow their careers.
What you’ll do :
- Independently manage teams of 15-20 loan reviewers, monitoring their workload to ensure the appropriate allocation of resources is in place to meet service level agreements (SLAs) and key performance indicators (KPIs)
- Hire, train, mentor, coach, and develop the Review team members in loan processing and member interactions via phone and email.
Serve as a second tier for escalated customer issues and questions
- Handle special member circumstances and problems as they arise
- Ensure that the team is following procedures to stay compliant while providing a Best in Class loan experience for our SoFi members
- Performance manage team members through scorecard metrics
- Foster a culture of accountability and continuous improvement within the team
- Identify escalated issues and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies to direct manager to contribute to operational success
What you’ll need :
- 1-2 years of customer service experience at a financial institutions
- Associate's Degree preferred but not required
- Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment
- Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to associates, members, and management
- Ability to react to change quickly and implement new processes & procedures
- Work independently with little or no supervision
- Professional demeanor and excellent work habits are essential
- Available for all operating hours, including evenings and weekends
Nice to have :
- 2-4 years of supervisory or management role preferred
- Loan processing, student loan originations, consumer credit, or consumer lending experience is highly preferred
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
Pay range : $64,000.00 - $120,000.00
Payment frequency : Annual
This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above.
Associate Manager, Originations (Review)
The Associate Manager, Originations (Review) leads, coaches, and develops a team of Origination Specialist (Review) agents who review and process SoFi’s Personal loans, Student loans, and Private School loan products. In addition to supervising our loan review agents to success metrics, you will hel...
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