Note: The job is a remote job and is open to candidates in USA. SoFi is a next-generation financial services company and national bank that is transforming personal finance. As a Home Loan Member Advocate III, you will focus on retention, loan restructure, and customer service efforts, utilizing your skills to resolve issues and retain business from existing members.

Responsibilities

• Identify sales opportunities while servicing customers in order to retain business
• Work with management to create, optimize, and evolve retention strategies to keep clients in the future
• Work closely with secondary markets to ensure minimum company profitability margins are still met while retaining existing borrowers
• Identify areas of customer improvement
• Evaluate the customer service experience
• Develop an understanding of what is needed to create a great client experience
• Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
• Evaluate program results and optimize as needed with management
• Identify and address loan guideline fails
• Work directly with borrower and operations team to ensure the restructured loan is successfully delivered to our borrower and terms are agreed upon
• Work closely with processing, sales, and secondary to minimize customer engagement and maximize the overall customer experience with limited delays and contact
• Identify areas of customer improvement
• Optimize the customer service experience
• Develop an understanding of what is needed to create a great client experience
• Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
• Evaluate program results and optimize as needed with management
• Improve lock-to-fund conversions by managing escalated files and bringing resolution with improved cycle times

Skills

• Bachelor's Degree and 2 years of proven sales experience in the mortgage industry as a licensed loan officer
• NMLS licensing is required
• Knowledge of Fannie Mae, Freddie Mac, VA and FHA Guidelines (Jumbo a plus)
• Ability to maintain a pipeline of 15-25 loans of mixed variety
• Excellent oral and written communication skills
• Works well under pressure and requires minimal supervision to perform basic job functions
• Has an eagerness to delight clients throughout the loan process
• Multiple existing state licenses are preferred but not required. Employer will offer additional license opportunities. Applicant must meet minimum requirements for states to include; background checks, fingerprints, and continuing education
• Knowledge of Encompass LOS and Optimal Blue
• Experience with Day One Certainty Validations, HomeReady and HomePath products

Benefits

• To view all of our comprehensive and competitive benefits, visit our **[Benefits at SoFi](https://sofietyinfo.sofi.com/sofi-benefits)**page!

Company Overview

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