Associate Manager, Originations (Review)

Employee Applicant Privacy Notice 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 financial services company and national bank using innovative, mobile-first technology to help our millions of 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 (Review) is responsible for leading, coaching, and developing a team of Origination Specialist (Review) agents who handle the review and processing of SoFi’s Personal loans, Student loans, and Private School loan products. In addition to supervising our loan review agents to success metrics, you will also help us identify and implement improvement opportunities to help our SoFi members, improve our employee experience with the Originations Review team, and help our review agents develop and grow their careers. What you’ll do: Independently manage teams of 15-20 loan reviewers, monitoring their workload to ensure the appropriate allocation of resources is in place to meet service level agreements (SLAs) and key performance indicators (KPIs) Mentor, coach and develop the Review team members both in loan processing and in member interactions via phone and email Hire, train, motivate, monitor, and coach new Origination Specialist (Review) agents Serve as a second tier for escalated customer issues and questions Handle special member circumstances and problems as they arise Ensure that the team is following procedures to stay compliant while providing a “Best in Class” loan experience for our SoFi members Performance manage team members through scorecard metrics Foster a culture of accountability and continuous improvement within the team Identify escalated issues and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies, to direct manager to contribute to operational success What you’ll need: 2+ years of customer service experience at a financial institutions Associate's Degree preferred but not required Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment Excellent written and verbal communication skills are required to answer questions and communicate issues clearly concisely to associates, members, and management Ability to react to change quickly and implement new processes procedures Work independently with little or no supervision Professional demeanor and excellent work habits are essential Available for all operating hours including evenings and weekends Nice to have: 2+ years of supervisory or management role preferred Loan processing, student loan originations, consumer credit, or consumer lending experience is highly preferred Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page! 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, mi ... (truncated, view full listing at source)