CC Collections Frontline Associate

The role

SoFi is seeking experienced Collection Associates who are passionate about the customer experience and have the skills and experience to deliver outstanding results. You will be a part of a meticulously assembled team that shares this passion for  delivering an outstanding member experience while resolving delinquent loans . The Collections Specialist is responsible for improving collection rates by employing multi-channel collection efforts in a dialer and chat environment on early stage accounts.  This role reports directly to an Associate Manager in Loss Mitigation.

What you’ll do:

• Work with customers to satisfy any deficient balances 


• Review, monitor, and engage with a high volume of customers per day 


• Review delinquent accounts daily, and maintain losses at or below established guidelines for assigned job duties 

• Accurately documents all account activities and pertinent information including but not limited to verifications and demographic changes 

• Complete high-risk processes with accuracy (i.e. Bankruptcy, Cease/Desist, Attorney Representation, etc.)


• Meet individual and departmental objectives set by department management 


• Efficiently assess and recommend action to borrowers concerning all other loan issues 


• Make recommendations to management for loans needing additional attention 


• Strives to continuously improve the quality and productivity of work 


• Be an important part of a lean but growing team with touchpoints across the organization 


• Some evening and weekend hours will be required.

What you’ll need:

• 1 to 3 years of first or third-party collection experience. Experience in a financial environment is desired; consumer delinquency and collections, credit underwriting, or customer service experience preferred 


• Strong ability to negotiate repayment plans for early-stage accounts with varying levels of delinquency 


• 1 to 3 years of customer service experience with an aptitude in de escalating difficult situations 


• College degree desired. High school diploma or GED required 


• Exceptional organizational skills and attention to detail 


• Strong work ethic and pride in work product 


• Demonstrates a strong customer orientation. 


• Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.


• Firm understanding of personal finance and credit industry best practices 


• Intermediate Excel skills and general computer literacy 


• Aptitude for working independently while maintaining a team-first mentality 


• Ability to work under tight deadlines and exhibit grace under pressure 


• Desire to improve borrowers’ financial situation but ability to make tough decisions 


• Excellent written and verbal communication skills 


• Proficiency in Microsoft Office, Google, and the ability to learn proprietary systems 

Nice to have:

• Sales experience is a plus


• Skilled in developing both external and internal content such as customer communications and the development of procedures and work documents.


• Skilled in root cause analysis and problem resolution with both quantitative and qualitative data.