Consumer Loan Reviewer III

The role:

The Originations Specialist III is a full-time position dedicated to providing a "Best in Class" loan experience for SoFi members. To ensure your success, you will complete a comprehensive 3-phased training program that blends classroom instruction with hands-on "nesting" (on-the-job training).

As you progress through each phase, you will expand your expertise across SoFi’s entire suite of unsecured lending products:

• Phase l: Personal Loan Products – Establish your foundation by mastering our core personal lending offerings and member service standards.
• Phase ll: In-School & Student Loan Refinance – Expand your skill set to include SoFi’s specialized education lending products.
• Phase lll: Complex Lending Products – Finalize your expertise by managing intricate loan scenarios and advanced unsecured lending products.

Once you have successfully navigated these phases and entered the full production environment, you will serve as a versatile subject matter expert capable of supporting our members across all product lines.

What you’ll do:

• Review all applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources including self-employment and verifying documents provided by applicants.
• Work both Simple and Complex financial profiles- including Self-Employed applications for our lending products
• Verify member’s identity and other required regulatory documentation
• Clearly document Member interactions using selected templates where appropriate
• Perform outbound outreaches to applicants to successfully move applications through the process of funding
• Demonstrate empathy, professionalism, top-notch problem-solving skills, relationship management
• Follow compliance and regulatory guidelines to protect sensitive information and meet the Member needs 
• Operate within a team environment of 15-20 team members, working towards a common goal
• 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
• 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:

• 2+ years of experience in a contact center environment
• 1+ years of experience in financial services
• A strong connection to the SoFi Mission and Values
• A passion for helping others while solving problems quickly 
• Professional demeanor and strong work ethic, high accuracy, and strong attention to detail
• 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
• College degree desired. High school diploma or GED required
• Ability to work alternative schedules: weekends and weekdays, evenings, and early mornings
• Flexibility to work overtime, as the need arises