Sales and Support Operations Analyst

Sofi•Charlotte, NC

29d

About The Position

The Sales and Support Operations Analyst will be responsible for maintaining the Standard Operating Procedures (SOPs) performed by the In-School Campus Relationship Team (CRT), reporting for the In-School Campus Relationship Team, trend and root cause analysis, supporting the In-School Sales Team through the drafting of Request for Proposals (RFPs), maintaining the RFP library, updating third-party marketing sites and performing competitive research as well as executing the controls tied to the SOPs. As an extension of the sales team, you'll be providing direct support to our schools through your work with both the Sales and Campus Relationship Teams.

Requirements

Minimum of 3+ years of experience within the consumer lending or higher education finance industry
Knowledge of the financial aid process, FAFSA and other key terminology required to service school customers
Demonstrated aptitude for understanding, building, and maintaining process and executing on controls
Strong verbal and written communication skills
Ability to build positive working relationships with SoFi team members
Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
Resourceful by nature, able to exhibit strong critical thinking skills and the ability to apply them
Ability to meet critical deadlines in a 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
Bachelors degree required

Nice To Haves

Advanced computer skills with solid proficiency in Google Office Suite
Working knowledge with Tableau, Salesforce, and Genesys

Responsibilities

Maintain and update Campus Relationship Team SOPs as required to align with changes in processes
Perform daily reporting to inform and share insights with management team regarding the performance of the program utilizing Tableau, Salesforce, and Genesys
Share insights with In-School Loan management regarding the root causes of school inquiries, concerns and complaints, trend identification, advocating on our schools' behalf to improve our products, operations and policies
Execute controls on a scheduled basis ensuring evidence is maintained and trackable
Laser-focus on detail, ensuring the correct information is always provided to schools, the team, and in RFPs
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
Maintain RFP library in Google Sheets or other tool(s) as necessary
Attend weekly sales meetings to ensure alignment with product changes for both CRT and RFPs
Participate in recording of team meeting minutes and follow up from weekly sales meetings
Draft RFPs for Sales Team and manage workflow and reporting for RFPs in flight
Maintain changes to third-party marketing sites including pricing and program differentiation
Perform competitive research and analysis and share results with management
Maintain slide library for frequently used slides
Support Sales Support/Administration team members as required