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:

Oversight of Student Loan Servicing External Partnerships

This role will be a critical point of contact for both internal stakeholders and our external SL servicing partners to assist in managing student loan servicing day-to-day management needs. The role will manage high profile meetings and coordinate with SoFi key stakeholders managing face to face meetings, high priority emails, issue management deadlines, program guideline changes. Monitoring SLA’s, while assisting with highly escalated member complaints, and complaint trend analysis. This role will also serve as a servicing program testing expert to make sure our servicing partners are adhering to program requirements and assisting with internal compliance testing, audits, and exams.

What you’ll do:

Assisting in leading & partnering with vendors to achieve performance targets, manage overall quality and customer experience, and continuously drive process improvements
Monitor performance activities across servicing partners to ensure proper work levels to accounts, including complaints, member experience, program guideline, policies and procedure adherence, and control monitoring
Involved in frequent on-site visits managing general oversight practices and assist in developing any new enhancement deliveries
Interact with vendor in the identification, tracking and resolution of issues and concerns
Being a back-up for reconciling vendor invoicing and submission for timely payment
Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems and operations inefficiencies, to their direct manager with the goal of contributing to operational success
Serve as a second tier for escalated customer issues and questions
Monitor for complaint trends and potential issues with servicing partner program adherence or processes
Perform all other duties as assigned by management

What you’ll need:

Bachelor's degree or equivalent student loan servicing experience
4+ years' experience in student loan oversight
Student loan servicing systems and standard program functionality
Complaints oversight management
Experience with student loan servicing fees and invoicing
Excellent email and communication skills
High level of meeting coordination and agenda preparation
Organization of open actions and follow-ups
Leadership capabilities to lead other
Exam Management coordination

Nice to have:

Experience with Student Loan servicing systems and standard program functionality in the market
Data querying capabilities in snowflake and tableau
Audit and testing experience in Student Loan servicing
Strategizing student loan program changes to improve member experience
Control gap recognition and control creation based on identified issues and gaps

*This position will be in office. Remote options for this position are not available.

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 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.

Relationship Manager III, SL Servicing

SoFi