Lending Support Specialist
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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 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.