Associate Manager, Originations Operations

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Job description

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Who We Are

Shape a brighter financial future with us.

Together with our members, we're changing the way people think about and interact with personal finance.

We're a next-generation fintech company using innovative, mobile-first technology to help our 2+ million members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront.

We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role

The Associate Manager, Originations Operations will directly manage and support a team of individual contributors (Originations Specialists) focused on helping members complete the SoFi loan application flow. The Associate Manager is responsible for driving business and process changes to ensure SoFi members and employees have an exceptional experience. The focus of the team in 2022 will be to expand skills and knowledge through cross training and a rotational program - all while providing the best member experience possible.

During The Rotational Program, Originations Specialist Will Complete The Following 3 Phases

Your team of Originations Specialists are team members who are receiving hands-on learning experiences 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.

Application Review (W2 income): This phase focuses on the Lending Application Review process. The Specialist 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. The Specialist will split approximately 40%-50% of your time between the Member Support role and Application Review role

Member Support: In this phase, the Specialist will expand into a Member Support role for our Lending products, providing best in-class service to SoFi members over phone, chat, SMS and email through 1:1 interactions. They'll work with various internal teams to assist SoFi members with questions and solve problems.

Application Review (Self Employment): This phase will be similar to the Application Review (W2 income) phase, but with more complex financial profiles. Continuing to split 40%-50% of their time between the Application Review role and the Member Support role. After completion of the rotation, the Specialist will have the option to continue to work across the three phases or branch off into another area of SoFi's Lending Operations team including, but not limited to: Inside Sales, Account Conversion, Funding and Product Partnership.

What You'll Do

• Lead: Independently manage a team of up to 15 Originations Specialists ensuring the team is following procedures, providing excellent customer service and processing loan applications that meet SoFi's standards for quality and member experience. Set and motivate your team to achieve performance goals by defining clear objectives, responsibilities, and priorities
• Learn: Gain a deep understanding of the member experience at every step of the application process. This knowledge will help you support your team as they have questions, come across new trends and learn new areas of lending operations.
• Coach: Develop team members both in loan processing and in customer interactions via phone, chat, SMS, and email
• Improve: Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk
• Monitor: Track day-to-day activities of functional areas to ensure compliance to internal policy, legal and pertinent regulations. Establish, monitor and maintain internal policies and procedures as well as business continuity plans
• Respond: Identify, escalate issues and propose recommended solutions regarding potential issues with process, systems and operations inefficiencies as they happen
• Recruit: Hire, train and coach new Specialists on our Lending products and processes
• Grow: Care for your direct reports by forming their broader career goals into realistic, actionable steps that you work together on
• Smile: Challenge the status quo every day with a positive and productive mindset
  

What You'll Need

• Bachelor's degree or equivalent experience required
• 2+ years of experience managing the output and performance of others
• 5+ years of experience in customer service, lending application review, trust+safety, sales or similar function
• Experience training, motivating, monitoring and supporting teams of customer service & processing employees
• Experience supporting the launch of new features and products preferred
• Experience speaking directly with customers on escalated issues
• Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
• Ability to react to change quickly and implement new processes & procedures
• Ability to work independently with little or no supervision
• Ability to analyze data sets, confirm the integrity of the data and draw conclusions
• Professional demeanor and excellent work habits are essential
• Student loan originations, consumer credit or consumer lending experience preferred
• Note, some evenings and weekend days will be required
  

Why You'll Love Working Here

• Competitive salary packages and bonuses
• Comprehensive medical, dental, vision and life insurance benefits
• Generous vacation and holidays
• Paid parental leave for eligible employees
• 401(k) and education on retirement planning
• Tuition reimbursement on approved programs
• Monthly contribution up to $200 to help you pay off your student loans
• Great health & well-being benefits including: telehealth parental support, subsidized gym program
• Employer paid lunch program (except for remote employees)
• Fully stocked kitchen (snacks and drinks)
• These benefits are only applicable to full time employees
  

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.