Collections Associate

The Role:

SoFi is seeking experienced Collection Associates who are passionate about the customer experience and have the skills and experience to deliver outstanding results. You will be a part of a meticulously assembled team that shares this passion for  delivering an outstanding member experience while resolving delinquent loans . The Collections Specialist is responsible for improving collection rates by employing multi-channel collection efforts in a dialer and chat environment on early stage accounts.  This role reports directly to an Associate Manager in Loss Mitigation.

What You’ll Do:

• Work with customers to satisfy any deficient balances 

• Review, monitor, and engage with a high volume of customers per day 

• Review delinquent accounts daily, and maintain losses at or below established guidelines for assigned job duties 

• Accurately documents all account activities and pertinent information including but not limited to verifications and demographic changes 

• Complete high-risk processes with accuracy (i.e. Bankruptcy, Cease/Desist, Attorney Representation, etc.)

• Independently review extension and forbearance requests 

• Manage all process tasks and functions associated with the forbearance programs

• Meet individual and departmental objectives set by department management 

• Efficiently assess and recommend action to members concerning all other loan issues 

• Make recommendations to management for loans needing additional attention 

• Strives to continuously improve the quality and productivity of work 

• Be an important part of a lean but growing team with touchpoints across the organization 

• Some evening and weekend hours will be required.

What You’ll Need:

• 1+ years of first or third-party collection experience. Experience in a financial environment is desired; consumer delinquency and collections, credit underwriting, or customer service experience preferred 

• Strong ability to negotiate repayment plans for early-stage accounts with varying levels of delinquency 

• 1+ years of customer service experience with an aptitude in de escalating difficult situations 

• College degree desired. High school diploma or GED required 

• Exceptional organizational skills and attention to detail 

• Strong work ethic and pride in work product 

• Demonstrates a strong customer orientation. 

• Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.

• Firm understanding of personal finance and credit industry best practices 

• General computer literacy 

• Aptitude for working independently while maintaining a team-first mentality 

• Ability to work under tight deadlines and exhibit grace under pressure 

• Desire to improve members financial situation but ability to make tough decisions 

• Excellent written and verbal communication skills 

• Proficiency in Microsoft Office, Google, and the ability to learn proprietary systems 

Nice To Have:

• Sales experience is a plus

• Skilled in developing both external and internal content such as customer communications and the development of procedures and work documents.

• Skilled in root cause analysis and problem resolution with both quantitative and qualitative data.