About the job
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About Us:
Join us in shaping a brighter financial future. At SoFi, we are revolutionizing personal finance with innovative, mobile-first technology designed to help millions of members achieve their financial goals. As a next-generation financial services company and national bank, we are proud to be at the forefront of an unprecedented transformation in the industry. Every day, we come to work knowing the impact we have on people's lives, guided by our core values. Invest in yourself, your career, and the financial world with us.
Your Role:
As a Home Loan Member Advocate III in a mortgage environment, you will engage in various responsibilities including Retention, Loan Restructure, and Customer Service initiatives. Your customer service and sales expertise will be critical as you make outbound calls to existing SoFi members, providing tailored solutions to retain their business. You will also manage loan files needing restructuring to comply with agency guidelines while communicating necessary changes to borrowers.
Key Responsibilities:
Retention:
- Identify sales opportunities during customer interactions to retain business.
- Collaborate with management to develop and refine retention strategies.
- Coordinate with secondary markets to maintain profitability while retaining borrowers.
- Evaluate customer service experiences and identify areas for improvement.
- Provide feedback to enhance the overall client experience.
- Assess program outcomes and suggest optimizations to management.
Loan Restructure:
- Identify and resolve loan guideline issues.
- Collaborate with borrowers and operations teams to ensure successful loan restructuring.

