The role

We are kicking off a new rotation program within SoFi Lending Operations that will enable you to learn a handful of roles while contributing to different areas of the Lending business! This is an exciting opportunity designed to provide unique opportunities to grow you professionally at SoFi!

The Originations Specialist is a full time, entry-level role designed to provide hands-on learning experience with SoFi Lending Operations focusing on member support and lending application reviews. Origination Specialists will complete a 3 phase program within a 2 year period. Each phase will consist of a training period followed by a ramp-up period. During the rotational program, you will complete the following 3 phases:

1. Application Review (W2 income): In the first phase, the role will start with Lending Application Reviews. You will review and verify 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. You will split approximately 40%-50% of your time between the Member Support role and Application Review role.

1. Member Support: In the second phase, you will provide best in-class service to SoFi members over 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.

1. Application Review (Self Employment): This will be similar to the second phase, but with more complex financial profiles. Continuing to split 40%-50% of your time between the Application Review role and the Member Support role.

After completion of the rotation, you’ll have the option to continue to work across the three phases or branch off into another area of SoFi’s Lending team including, but not limited to: Inside Sales, Account Conversion, Funding and Product Partnership.

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
• 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