Relationship Management Consultant

Social Finance (SoFi) is a finance company that offers a range of lending and wealth management services. The company primarily caters to early-stage professionals and offers variable and fixed rate parent, personal, and MBA loans, mortgage refinancing, and more. Based in San Francisco, California, the company was founded in April 2011.

As a Relationship Management Consultant - Escalations team member you will act to remedy all incidents of member dissatisfaction; make outbound contact to Members contacting SoFi via special request channels, including but not limited to - Exit Survey’s, Member Forum, Social Media, and Office of the CEO; provide Operations support to the SoFi Business Development team; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the Relationship Management Consultant – Escalations team will support Relationship Management Consultant teams, as well as Reviewer teams.

* Respond to applicant’s inbound inquiries via phone, Secure Chat and email regarding SoFi products * Exercise consultative sales techniques, providing world class customer service through First Call Resolution * Document every correspondence with applicants and borrowers clearly and concisely * Perform outbound outreach to applicants and work with the applicant and the operations team to successfully move applications through the sales process to funding * Request and Secure required documentation according to documented company procedures * Participate in outbound Marketing Campaigns * Perform audits to ensure data provided by applicants at submission is accurate and the request meets SOFI specifications pursuant to SOPs * Manage correspondence via Desk & Secure Chat * 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 * Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members * Be relentless in taking ownership of resolving member inquiries and attempt to foresee causes of additional inquiries * Share insights into root causes of Member inquiries, concerns and complaints with Team management, advocating on their behalf to improve our products, operations and policies * Review and underwrite applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources excluding self-employment and verifying documents provided by applicants

* Professional demeanor, strong work ethic * Previous experience in financial services/sales in an inbound call center * Strong verbal and written communication skills * Ability to build positive working relationships with SoFi applicants, members and team * Advanced computer skills with solid proficiency in Microsoft Office Suite, Databases and Web. * Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively * Ability to meet critical deadlines in 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 * Ability to work evenings, nights and weekend days and overtime * Experience handling high volume transactions * Track record of successful high impact decision making * College degree desired. High school diploma or GED required.