Home Loans Member Advocate
About this role
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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. Employer will offer additional license opportunities. Applicant must meet minimum requirements for states to include; background checks, fingerprints, and continuing education.
Nice to have:
- Knowledge of Encompass LOS and Optimal Blue
- Experience with Day One Certainty Validations, HomeReady and HomePath products
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.
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