Member Service Representative, Lending

SoFi

🔍 Observed

FL - Jacksonville First seen 1 day, 4 hours ago Last seen 3 hours, 54 minutes ago Greenhouse

Apply on Greenhouse Search Google for This Role

ATS links often expire — Google search finds the latest posting

Job Description

AI Summary

• Provide customer support to SoFi lending members via phone and chat, handling inquiries about student loans and personal loans while resolving issues independently • Complete a nine-week training program and pass aptitude tests before reaching full production, with potential to advance into higher-level roles or different business areas • Demonstrate strong communication skills, empathy, and problem-solving abilities while ensuring compliance with regulatory guidelines and protecting member data • Document member interactions, identify root causes of inquiries, and advocate for product/process improvements based on member feedback • Requires proficiency with Google products and customer service tools, strong organizational skills, and a commitment to SoFi's mission of improving personal finance

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 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.

What you’ll do exactly:

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

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
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

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, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

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

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

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

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

Skills

rust go

Quick Actions

Apply Externally Search Google Back to Jobs

Job Information

Company:
SoFi
Location:
FL - Jacksonville
Job Type:
Internship
Work Location:
Remote
Experience Level:
Entry
Source:
Greenhouse
Status:
Active

Activity Score

86 /100

Very Active (86)

Higher scores indicate more likely active hiring based on listing freshness, company activity, and other signals. Learn more →