Sales and Support Operations Analyst

The role:

The Sales and Support Operations Analyst will be responsible for maintaining the Standard Operating Procedures (SOPs) performed by the In-School Campus Relationship Team (CRT), reporting for the In-School Campus Relationship Team, trend and root cause analysis, supporting the In-School Sales Team through the drafting of Request for Proposals (RFPs), maintaining the RFP library, updating third-party marketing sites and performing competitive research as well as executing the controls tied to the SOPs. As an extension of the sales team, you’ll be providing direct support to our schools through your work with both the Sales and Campus Relationship Teams. 

What you’ll do: 

• Maintain and update Campus Relationship Team SOPs as required to align with changes in processes
• Perform daily reporting to inform and share insights with management team regarding the performance of the program utilizing Tableau, Salesforce, and Genesys
• Share insights with In-School Loan management regarding the root causes of school inquiries, concerns and complaints, trend identification, advocating on our schools’ behalf to improve our products, operations and policies
• Execute controls on a scheduled basis ensuring evidence is maintained and trackable
• Laser-focus on detail, ensuring the correct information is always provided to schools, the team, and in RFPs
• Deliver timely, accurate and actionable information to SoFi Teams as appropriate
• Improve upon and refine sales and customer service knowledge and techniques through ongoing training
• Maintain RFP library in Google Sheets or other tool(s) as necessary
• Attend weekly sales meetings to ensure alignment with product changes for both CRT and RFPs
• Participate in recording of team meeting minutes and follow up from weekly sales meetings
• Draft RFPs for Sales Team and manage workflow and reporting for RFPs in flight
• Maintain changes to third-party marketing sites including pricing and program differentiation
• Perform competitive research and analysis and share results with management
• Maintain slide library for frequently used slides
• Support Sales Support/Administration team members as required

What you’ll need:

• Minimum of 3+ years of experience within the consumer lending or higher education finance industry
• Knowledge of the financial aid process, FAFSA and other key terminology required to service school customers 
• Demonstrated aptitude for understanding, building, and maintaining process and executing on controls
• Strong verbal and written communication skills
• Ability to build positive working relationships with SoFi team members
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
• Resourceful by nature, able to exhibit strong critical thinking skills and the ability to apply them 
• Ability to meet critical deadlines in a dynamic, rapidly changing environment
• Self-motivated, resourceful, productive on teams as well as independent work
• Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
• Bachelors degree required

Nice to have:

• Advanced computer skills with solid proficiency in Google Office Suite 
• Working knowledge with Tableau, Salesforce, and Genesys