Home Loans Member Advocate

Who we are

Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

As a Home Loan Member Advocate III working in a mortgage environment, you will perform multiple duties while in this role which include Retention, Loan Restructure, and Customer Service efforts. You will utilize your customer service and sales skills to make outbound calls to existing SoFi Members and provide the customer with an appropriate resolution/offer that will retain their business. You will also utilize your customer service, product knowledge and sales skills to work with loan files that need to be restructured to meet agency guidelines and to make outbound calls to borrowers to review any needed changes.

What you’ll do

• Retention: Identify sales opportunities while servicing customers in order to retain business
  Work with management to create, optimize, and evolve retention strategies to keep clients in the future
  Work closely with secondary markets to ensure minimum company profitability margins are still met while retaining existing borrowers
  Identify areas of customer improvement
  Evaluate the customer service experience
  Develop an understanding of what is needed to create a great client experience
  Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
  Evaluate program results and optimize as needed with management
• Loan Restructure: Identify and address loan guideline fails
  Work directly with borrower and operations team to ensure the restructured loan is successfully delivered to our borrower and terms are agreed upon
  Work closely with processing, sales, and secondary to minimize customer engagement and maximize the overall customer experience with limited delays and contact
  Identify areas of customer improvement
  Optimize the customer service experience
  Develop an understanding of what is needed to create a great client experience
  Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
  Evaluate program results and optimize as needed with management
  Improve lock-to-fund conversions by managing escalated files and bringing resolution with improved cycle times

What you’ll need

• Bachelor’s Degree and 2 years of proven sales experience in the mortgage industry as a licensed loan officer
  NMLS licensing is required.
  Knowledge of Fannie Mae, Freddie Mac, VA and FHA Guidelines (Jumbo a plus)
  Ability to maintain a pipeline of 15-25 loans of mixed variety
  Excellent oral and written communication skills
  Works well under pressure and requires minimal supervision to perform basic job functions
  Has an eagerness to delight clients throughout the loan process
  Multiple existing state licenses are preferred but not required.

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. New York applicants: Notice of Employee Rights
SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.