Lending Support Specialist

Employee Applicant Privacy Notice 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 Lending Support Specialist, you will be critical in partnering with internal and external partners to provide a seamless experience for our SoFi members. In this role, your primary focus will be on resolving post-funding issues, such as returned funds, incorrect loan servicer allocations, payment application inquiries, student loan refunds, and deboarding requests. What you’ll do: Review and verify ​payment ​and ​account ​details in Student Loan Refinance (SLR) applications before ​disbursement. Process and review applications for personal loan-returned funds that require bank account verification according to credit policies and procedures Make outbound phone calls and emails to members if additional information is required. Escalate unresolved issues to the Remediation Team or Senior Management. Collaborate with product partners to identify and escalate operational issues and inefficiencies, suggesting solutions for continuous improvement. Review and validate/or collect documentation related to new loan services in Operator, and contact loan servicers as needed to confirm eligibility. Prepare documentation for processing by mail department agents. Partner with Nelnet in answering questions regarding Student Loan Refinance loans Work closely with FinOps, Senior Management, Compliance, Legal, QC, Investor Relations, Nelnet, Product partners, and Engineering for Student Loan Refinance Deboard requests. Serve as a subject-matter expert for the Review team to answer questions about loan entry, loan servicers, product types, and qualified education loans. Communicate ​with ​various ​loan servicers/lenders ​and ​our ​Finance & ​Accounting ​department ​to ​ensure ​proper ​payment application via email and phone. Research and properly handle payment ​issues ​and ​discrepancies ​as ​they ​arise. Process Student Loan Refinance and In-School Loan ​refund ​payments ​promptly. Send daily payment rosters to loan servicers so they know how to allocate payments received from SoFi. What you’ll need: 1+ years of experience in review and/or pre-funding roles with personal and student loans. Excellent ​written ​and verbal ​ ​communication ​skills, with the ability to explain processes clearly and follow up effectively. Strong ​attention ​to ​detail ​and ​accuracy. Demonstrates good work ethic, professional demeanor, and ability to work under pressure. Ability to manage multiple tasks effectively and meet deadlines in a fast-paced environment. Proven ability to establish productive working relationships with co-workers, management, and members. Self-motivated and able to work independently, applying analytical skills to complete tasks efficiently. Excellent ​organizational ​and ​time-management ​skills. Willingness to take on projects and adapt to changing business and member needs. 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! 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 [email protected]. 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.