Sales Concierge Coordinator - SoFi

The role

The Sales Concierge Coordinator is responsible for supporting the Home Loan Mortgage queue to ensure an exceptional member experience.   This position will also help the Originator with non-licensed activities as requested. You will be a member advocate to support our core values.

You will support a team of 30-40 mortgage professionals, with responsibility for answering member questions, transferring calls to the correct channel, setting up appointments for the MLO’s, and delivering an outstanding member experience.

What you’ll do:

• Independently support our mortgage queue to ensure answering queue timely
• Work on mortgage origination system to review files and answer questions for our members
• Clearly communicate to our members and ensure our team represents SoFi culture with other channels  
• Handle special member circumstances and problems as they arise
• Support team in meeting compliance initiatives
• Provide exceptional member experience
• Proactively identify, escalate issues and propose recommended solutions regarding potential issues with contributing to operational success
• Other duties as assigned

What you’ll need:

• 2 + years general customer service experience
• Strong written and verbal communication skills to answer questions and communicate issues clearly and concisely to associates, members, and upper management
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Mortgage, consumer credit, or consumer lending experience
• NMLS licenses (request not required)
• Passionate about the member experience
• Knowledge of regulatory compliance
• Skillfulness to work well with other departments to meet the company’s performance
• Exhibit the ability to react to change quickly and implement new processes and procedures

Why you’ll love working here

• Competitive salary packages and bonuses
• Comprehensive medical, dental, vision, and life insurance benefits
• Generous vacation and holidays
• Paid parental leave for eligible employees
• 401(k) and education on retirement planning
• Tuition reimbursement on approved programs
• Monthly contribution up to $200 to help you pay off your student loans
• Great health & well-being benefits including telehealth parental support, subsidized gym program
• Employer-paid lunch program (except for remote employees)
• Fully stocked kitchen (snacks and drinks)