Associate Manager, Originations (Review)

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:

• 1-2 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:

• 2-4 years of supervisory or management role preferred


• Loan processing, student loan originations, consumer credit, or consumer lending experience is highly preferred