Relationship Management Consultant Summary
The Relationship Management Consultant plays a vital role in building the relationship with our applicant and borrower base. SoFi’s Frontline Team fields inbound customer inquiries and processes loan applications. As a Relationship Management Consultant, you will make outbound contact to members who contact SoFi; provide Operations support to the SoFi Business Development team; resolve member dissatisfaction; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the Customer Service Representative will support other Customer Service Representative teams as well as Reviewer teams.
Essential Job Functions:
- Respond to applicant’s inbound inquiries via phone, Secure Chat and email regarding SoFi products
- Exercise consultative sales techniques demonstrating strong call control
- Provide 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
- Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
- Share insights with management regarding the root causes of Member inquiries, concerns and complaints, advocating on our members’ behalf to improve our products, operations and policies
Qualifications
- Professional demeanor, strong work ethic
- Previous experience in financial services/sales and/or experience in a contact center preferred
- Strong verbal and written communication skills
- College degree desired. High school diploma or GED required.
- 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
Benefits
- Catered lunches, a fully stocked kitchen, and subsidized gym membership.
- Competitive salary packages, bonuses, and stock options.
- Flexible vacation policy allows you to truly relax and reboot.
- Comprehensive health, vision, dental, and life insurance as well as disability benefits.
- 100% of health, vision, and dental premiums paid by SoFI for employees and their dependents.
- 401(k) and education on retirement planning.
- Tuition reimbursement on approved programs, up to $5,250 a year.
- Monthly contribution to help you pay off your student loans.
Job Type: Full-time
Required education:
- High school or equivalent
Required experience:
- Call Center: 2 years
- Customer Service: 2 years
- Financial Services: 2 years
All your information will be kept confidential according to EEO guidelines.
