Associate Manager, Originations (OMS)

SoFi•Jacksonville, FL

About The Position

The Role: The Associate Manager, Originations will directly manage and support a team of Originations Specialists (OMS) focused on helping members complete the SoFi loan application process. The Associate Manager is responsible for driving business and process changes to ensure SoFi members and employees have an exceptional experience. What You’ll Do: Lead: Independently manage a team of up to 15 Originations Specialists ensuring the team is following procedures, providing excellent customer service and processing loan applications that meet SoFi’s standards for quality and member experience. Set and motivate your team to achieve performance goals by defining clear objectives, responsibilities, and priorities Learn: Gain a deep understanding of the member experience at every step of the application process. This knowledge will help you support your team as they have questions, come across new trends and learn new areas of lending operations. Coach: Develop team members both in loan processing and in customer interactions via phone, chat, SMS, and email Improve: Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk Monitor: Track day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans Respond: Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies as they happen Hire: Hire, train, and coach new Specialists on our Lending products and processes Grow: Care for your direct reports by forming their broader career goals into realistic, actionable steps that you work together on Smile: Challenge the status quo every day with a positive and productive mindset

Requirements

1-2 years of experience managing the output and performance of others in a call center environment, preferably within the financial services industry
2-3 years of experience in customer service, lending application review, trust+safety, sales, or similar function
Experience training, motivating, monitoring, and supporting teams of customer service agents in a metric-driven environment
Knowledge of speaking directly with customers on escalated issues
Demonstrates excellent written and verbal communication skills
Ability to react to change quickly and implement new processes & procedures
Work independently with little or no supervision
Ability to analyze data sets, confirm the integrity of the data, and draw conclusions
Professional demeanor and excellent work habits are essential
Note that some evenings and weekend days will be required

Nice To Haves

Student loan originations, consumer credit, or consumer lending experience preferred

Responsibilities

Independently manage a team of up to 15 Originations Specialists ensuring the team is following procedures, providing excellent customer service and processing loan applications that meet SoFi’s standards for quality and member experience.
Set and motivate your team to achieve performance goals by defining clear objectives, responsibilities, and priorities
Gain a deep understanding of the member experience at every step of the application process.
Develop team members both in loan processing and in customer interactions via phone, chat, SMS, and email
Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk
Track day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans
Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies as they happen
Hire, train, and coach new Specialists on our Lending products and processes
Care for your direct reports by forming their broader career goals into realistic, actionable steps that you work together on
Challenge the status quo every day with a positive and productive mindset