Hiring Organization / Company: Sofi
Basic Salary: To Be Discussed
Employement Type: Full-Time
Employee Applicant Privacy Notice
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 fintech company using innovative, mobile-first technology to help our 1.8+ million 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 Associate Manager of Operations Review is responsible for supervising a team of loan review agents and coaching them towards the successful attainment of individual and department level goals. In addition to supervising our loan review agents to success metrics, you will also help us identify and implement improvement opportunities to help our SoFi members, improve our employee experience and help our review agents grow their careers.
What you'll do:
Independently manage teams of 10-15 loan reviewers
Coach and develop team members both in loan processing and in customer interactions via phone and email
Master all tasks associates are required to perform
Mentor and train team leads
Hire, train, motivate, monitor, and coach new loan reviewers
Serve as a second-tier for escalated customer issues and questions
Handle special member circumstances and problems as they arise
Ensure that the team is following procedures and providing a first-rate member experience
Performance manage team members through scorecard metrics
Identify escalated issues and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies, to direct manager with the goal of contributing to operational success
What you'll need:
Minimum Associate's Degree or equivalent experience
2+ years of supervisory/leadership experience
Loan processing experience strongly preferred
Experience in hiring, training, motivating, monitoring, and coaching teams of employees
Strong supervisory and management skills are required to lead a team of loan reviewers
Excellent written 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
Student loan originations, consumer credit, or consumer lending experience preferred
Financial services specific customer service experience preferred
Available for all operating hours including evenings and weekend
Why you'll love working here:
Competitive salary packages and bonuses
Comprehensive medical, dental, vision and life insurance benefits
Generous vacation and holidays
Paid parental leave for eligible employees
401(k) and education on retirement planning
Tuition reimbursement on approved programs
Monthly contribution up to $200 to help you pay off your student loans
Great health & well-being benefits including: telehealth parental support, subsidized gym program
Employer paid lunch program (except for remote employees)
Fully stocked kitchen (snacks and drinks)
- These benefits are only applicable to full time employees
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Job Location Information:
Location: Jacksonville, Fl
Date Posted: 2021-06-10
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