Member Service Representative, Review

The role:

The Originations Specialist is a full-time role designed to provide a hands-on "Best in Class" loan experience for our SoFi members. The Originations Specialist will complete a six-week classroom and on-the-job training course.  Upon training completion, you will review Personal loan applications to validate the accuracy of the application to include the identity, employment, and income of the borrower. Upon mastery of the Personal loan product you will learn Student Loans and In-School loans to support our full suite of unsecured lending products.

What you’ll do:

• Review loan applications according to credit policies and procedures- including analyzing credit reports, calculating income from various sources, and verifying documents provided by applicants


• Verify member’s identity and other required regulatory documentation


• Clearly document Member interactions using selected templates where appropriate


• Perform outbound outreaches to applicants to successfully move applications through the process of funding


• Demonstrate empathy, professionalism, top-notch problem-solving skills, relationship management


• Follow compliance and regulatory guidelines to protect sensitive information and meet the Member needs 


• Operate within a team environment of 15-20 team members, working towards a common goal


• 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


• Develop 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:

• 1+ year experience in customer service or call center environment


• A passion for helping others while solving problems quickly 


• Professional demeanor and strong work ethic attention to detail


• Excellent verbal and written communication skills 


• Excellent organizational and time management skills


• Proficient in Google products, data visualization tools, customer service tools, and admin tools


• A self-starter, able to make decisions while applying analytical skills required to manage reviewing tasks