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Lead, coach, and develop a team of 15-20 loan review specialists handling personal, student, and private school loans. Manage staffing, SLAs/KPIs, hiring/training, escalations, compliance, performance metrics, and continuous improvement to enhance member and employee experience.
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The role:
The Associate Manager, Originations (Review) is responsible for leading, coaching, and developing a team of Origination Specialist (Review) agents who handle the review and processing of SoFi’s Personal loans, Student loans, and Private School loan products. In addition to supervising our loan review agents to success metrics, you will also 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)
- Mentor, coach and develop the Review team members both in loan processing and in member interactions via phone and email
- Hire, train, motivate, monitor, and coach new Origination Specialist (Review) agents 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:
- 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+ 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.
This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below.
Benefits
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page!
US-Based Base Compensation
$73,600—$92,000 USD
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!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
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