Member Service Representative, Lending

The Member Service Representative, Lending (Originations Specialist) is a full-time, entry-level role designed to provide a hands-on learning experience with SoFi Lending Operations focusing first on inbound member support. We want to see you succeed in this role, so it opens potential down the road to learn different parts of the business. Originations Specialists will complete a nine-week classroom and on-the-job training course and must pass associated aptitude tests before entering a “full production” state. 

Originations Member Support team members provide best-in-class service to SoFi lending members and potential members through our phone and chat inbound channels. You’ll work with various internal teams to assist members with their questions. If you’re successful and want to grow, a natural progression can lead to any number of higher-level individual contributor or leadership roles.

• →Respond to member inbound inquiries via phone and chat regarding SoFi’s Student Loan and Personal Loan applications. 
• →Take ownership of resolving member inquiries and attempt to foresee the causes of additional inquiries. 
• →Demonstrate empathy, professionalism, top-notch problem-solving skills, and relationship management
• →Follow compliance and regulatory guidelines in order to protect sensitive information and keep our members’ trust
• →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 templates where appropriate
• →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

• 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
• Proficiency in Google products, data visualization tools, customer service tools, and admin tools
• A self-starter mentality able to make decisions while applying analytical skills required to manage reviewing tasks
• Be able to learn, retain, and apply new information quickly
• Be able to identify trends in your day-to-day work and adjust appropriately
• To establish productive working relationships with co-workers, management, and clients
• A professional demeanor and strong work ethic, high accuracy, and strong attention to detail
• High school diploma or GED required
• Flexibility to work alternative schedules: evenings, early mornings, weekend days. Some bandwidth for overtime as the need arises