The role:

The Associate Manager, Originations Operations (Funding), leads, coaches, and develops a team of Origination Specialists (Funding) agents who work on various pre-funding tasks after signing and before funding our Personal Loan, Student Loan, and Private Student Loan products. In addition to supervising our funding agents to success metrics, you will help identify and implement improvement opportunities to help our SoFi members, improve our employee experience with the Originations Funding team, and help our funding agents develop and grow their careers. 

What you’ll do: 

• Independently manage a team of 15-20 funding agents, monitoring their workload to ensure the appropriate allocation of resources is in place to meet service level agreements (SLAs) and key performance indicators (KPIs)
• Hire, train, mentor, coach, and develop the Funding team members in task prioritization, and member interactions via phone and email. Serve as a second tier for escalated customer issues and questions.
• Take an active role in assisting in the career development and growth of your frontline team members
• Own your frontline team member’s employment experience at SoFi through exceptional communication on company and department strategies, individual/team level priorities, and performance feedback
• 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 that roll up to success metrics for you as the leader of the team
• 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