Lending Support Specialist

The role:

As a Lending Support Specialist, you will be critical in partnering with internal and external partners to provide a seamless experience for our SoFi members. In this role, your primary focus will be on resolving post-funding issues, such as returned funds, incorrect loan servicer allocations, payment application inquiries, student loan refunds, and deboarding requests. 

What you’ll do: 

• Review and verify ​payment ​and ​account ​details in Student Loan Refinance (SLR) applications before ​disbursement.
• Process and review applications for personal loan-returned funds that require bank account verification according to credit policies and procedures
• Make outbound phone calls and emails to members if additional information is required. 
• Escalate unresolved issues to the Remediation Team or Senior Management.
• Collaborate with product partners to identify and escalate operational issues and inefficiencies, suggesting solutions for continuous improvement. Review and validate/or collect documentation related to new loan services in Operator, and contact loan servicers as needed to confirm eligibility. Prepare documentation for processing by mail department agents. 
• Partner with Nelnet in answering questions regarding Student Loan Refinance loans
• Work closely with FinOps, Senior Management, Compliance, Legal, QC, Investor Relations, Nelnet, Product partners, and Engineering for Student Loan Refinance Deboard requests. 
• Serve as a subject-matter expert for the Review team to answer questions about loan entry, loan servicers, product types, and qualified education loans. 
• Communicate ​with ​various ​loan servicers/lenders ​and ​our ​Finance & ​Accounting ​department ​to ​ensure ​proper ​payment application via email and phone. 
• Research and properly handle payment ​issues ​and ​discrepancies ​as ​they ​arise.
• Process Student Loan Refinance and In-School Loan ​refund ​payments ​promptly.
• Send daily payment rosters to loan servicers so they know how to allocate payments received from SoFi.

What you’ll need:

• 1+ years of experience in review and/or pre-funding roles with personal and student loans.
• Excellent ​written ​and verbal ​ ​communication ​skills, with the ability to explain processes clearly and follow up effectively.
• Strong ​attention ​to ​detail ​and ​accuracy.
• Demonstrates good work ethic, professional demeanor, and ability to work under pressure.
• Ability to manage multiple tasks effectively and meet deadlines in a fast-paced environment.
• Proven ability to establish productive working relationships with co-workers, management, and members.
• Self-motivated and able to work independently, applying analytical skills to complete tasks efficiently.
• Excellent ​organizational ​and ​time-management ​skills.
• Willingness to take on projects and adapt to changing business and member needs.