Sales Concierge Coordinator

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

• Master all task associates are required to perform

• 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

• Pro-actively 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