Relationship Management Consultant

Job Description

Description

Job Description

The Customer Service Representative/Relationship Management Consultant plays a vital role in building the relationship with our applicant and borrower base. SoFi’s Frontline Team fields inbound customer inquiries and processes loan applications.

In this role, you will act to resolve member dissatisfaction; make outbound contact to members who contact SoFi; provide Operations support to the SoFi Business Development team; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the Customer Service Representative will support other Customer Service Representative teams as well as Reviewer teams.

By joining SoFi, you're joining a new kind of finance company based around speed, transparency, and alignment with our members’ interests. Our goal is to be the center of our members’ financial lives. We created student loan refinancing, addressing the biggest financial challenge this new generation has through a new approach to lending. We expanded into other types of loans, and then into insurance and wealth management with similarly inventive products. As the company has grown, we’ve been able to help more people with these tools.

SoFi has achieved significant growth, with big plans ahead. In just the last year, we've more than doubled our member base (260,000 strong), doubled loan volume ($8 billion in 2016), and grown our team from under 200 people to more than 900. We're preparing to go global, with expansion to Australia and Canada planned this year. And we're well capitalized to power all this growth, having raised $1.9 billion in equity backing. But we'll only be able to continue this growth with great talent, and that includes you.

Essential Job Functions:

• Respond to applicant’s inbound inquiries via phone, Secure Chat and email regarding SoFi products
• Exercise consultative sales techniques demonstrating strong call control
• Provide world class customer service through First Call Resolution
• Document every correspondence with applicants and borrowers clearly and concisely
• Perform outbound outreach to applicants and work with the applicant and the operations team to successfully move applications through the sales process to funding
• Request and secure required documentation according to documented company procedures
• Participate in outbound Marketing Campaigns
• Perform audits to ensure data provided by applicants at submission is accurate and the request meets SOFI specifications pursuant to SOPs
• Manage correspondence via Desk & Secure Chat
• Deliver timely, accurate and actionable information to SoFi Teams as appropriate
• Improve upon and refine sales and customer service knowledge and techniques through ongoing training
• Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
• Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
• Share insights with management regarding the root causes of Member inquiries, concerns and complaints, advocating on our members’ behalf to improve our products, operations and policies

Qualifications and Experience Required

• Professional demeanor, strong work ethic
• Previous experience in financial services/sales and/or experience in a contact center
• Strong verbal and written communication skills
• Ability to build positive working relationships with SoFi applicants, members and team
• Advanced computer skills with solid proficiency in Microsoft Office Suite, Databases and Web.
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
• Ability to meet critical deadlines in dynamic, rapidly changing environment
• Self-motivated, resourceful, productive on teams as well as independent work
• Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
• Ability to work evenings, nights and weekend days and overtime
• Experience handling high volume transactions
• Track record of successful high impact decision making
• College degree desired. High school diploma or GED required.
• Must be willing, flexible and available to work during Eastern Operational Hours, which are: Monday-Thursday: 6:00 AM-12:00 midnight, and Friday-Sunday: 6:00 AM-6:00 PM

Benefits

• Catered lunches, a fully stocked kitchen, and subsidized gym membership.
• Competitive salary packages, bonuses, and stock options.
• A flexible vacation policy allows you to truly relax and reboot.
• Comprehensive health, vision, dental, and life insurance as well as disability benefits.
• 100% of health, vision, and dental premiums paid by SoFI for employees and their dependents.
• 401(k) and education on retirement planning.
• Tuition reimbursement on approved programs, up to $5,250 a year.
• $200 Monthly contribution to help you pay off your student loans.
• A Customer Service Agent can easily make 45K their first year, when you factor in the $2/hour differential pay and discretionary 12.5% quarterly bonus.

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