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The role
The SoFi Partner Relationship Representative builds and maintains relationships with our SoFi Approved AtWork partners in the school lending channel. This team is SoFi’s frontline for partners, handles inbound and outbound communication with business partners utilizing multiple channels. Mainly by way of creating and responding to ZenDesk tickets within the database. Supporting the Senior Relationship Manager with daily and weekly meeting agendas and coordination. Additionally, PRT members function as an extension of the Student Loan Refinance business line and In-School team.
In this role, you will be responsible for providing best in class service to business partners who are assisting our members with completing their loan application process. As well as having a role managing our external student loan servicing partner(s) through the lifecycle of our members funded loan. You will be the primary point of contact for both internal staff needs from our business partners, as well as from our external business partner to internal staff. You will assist with matters regarding loan certification, disbursement, funding, member level complaints and inquiries in servicing, as well as technical issues aligning with these processes.
What you’ll do:
- Provide white-glove service to business partners, internal staff inquiries and AtWork support via phone and email with focus on one-call resolution and problem solving.
- Act as the central point of contact for business partners, readily conveying information to and from servicing, funding, sales, review, engineering, and other groups as required
- You will provide support to both the Senior Relationship Manager, as well as the Relationship Manager for the Collection Center of Excellence (CcoE)
- Coordinate and schedule multiple weekly meetings with the assistance of both Sr. Relationship Manager and Recovery Operations Manager
- Gather agenda items for recurring weekly meetings that involve applicable stakeholders from various internal departments
- May be seen as informal business partner leader on day-to-day tasks
- Conduct a weekly meeting that presents accomplishments from prior week and upcoming initiatives for the upcoming week(s) and quarter(s) to Senior Director and Senior Relationship Manager
- Assist in creating and maintaining product SOP’s
- Partake in updating and maintaining business partners servicing agreement and program guidelines
- Create and submit change request to business partner for needed program changes
- Conduct outbound calls to proactively resolve issues and convey the necessary information to schools and business partners including information as it relates to completing certifications, handling refunds, invoices/payments or addressing changes to processing preferences
- Be the main point of contact for quarterly and annual audits performed by both internal Supplier management and external audit firm
- Update information in the AtWork portal.
- Think critically and anticipate the business partner needs, identifying other potential needs or issues while resolving the current one, identify and escalate trends quickly to CRT, In-School Program Management, or the Sales Team as required
- Exude confidence and positivity, always keeping calm under pressure and over-delivering
- Laser-focus on detail, ensuring the correct information is always provided
- Document every correspondence from business partners clearly and concisely in system of record and SalesForce as required
- Provide input on product enhancements and features as heard from schools, colleagues, or your own ideas
- 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, de-escalate inquiries and be genuinely empathetic in conversation with schools and business partners
- Share insights with management regarding the root causes of school and business partners inquiries, concerns and complaints, trend identification, advocating on our schools’ behalf to improve our products, operations, and policies
What you’ll need:
- Professional demeanor, strong work ethic
- Previous experience in financial services/sales in an inbound/outbound call center
- Strong verbal and written communication skills
- Ability to build positive working relationships with SoFi schools and team members
- Ability to hold productive, effective, and efficient meetings with materials in advance to prepare the targeted audience for the discussion topic
- Thinking outside of the box at times to present ideas when encountered with a member or program resolution scenario
- Quick, but thoughtful problem-solving skills
- Strong prioritization skills with a sense or urgency when necessary
- Willingness to ask questions when uncertain of actions being discussed or outlined next steps
- Seek opportunities to learn, contribute, and teach other internal staff reaching out to you for business partner needs knowledge of processes and procedures
- Leverage internal networking to drive team decisions for changes and driving results
- Advanced computer skills with solid proficiency in Microsoft Office Suite, knowledge of SalesForce a plus
- Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
- Ability to meet critical deadlines in a dynamic, rapidly changing environment
- A general understanding of student lending market space
- Knowledge of the financial aid process, FAFSA and other key terminology required to service school customers
- Demonstrated aptitude for understanding technology and processes
- An understanding of compliance and regulatory changes that impact student loans products
- Demonstrate influence and the capability to receive buy-in from management on ideas and proposals
- 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
- Experience handling a high volume of transactions across multiple channels
- Track record of successful high-impact decision making
- College degree desired or equivalent experience. High school diploma or GED required
Nice to have:
- Two years or more of Student Lending experience.
- Two years or more of Relationship Management experience preferred.
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
Pay range: $26.00 – $26.00
Payment frequency: Hourly
This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above.
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. 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 embracing diversity. 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.
Internal Employees
If you are a current employee, do not apply here – please navigate to our Internal Job Board in Greenhouse to apply to our open roles.