Member Service Representative, Lending

Base Pay Range

$18.00/hr - $20.00/hr

The Member Service Representative (Originations Specialist) is a full‑time role focusing on inbound member support for the SoFi Lending Operations team. Originations Specialists complete a ten‑week classroom and on‑the‑job training course and work with various internal teams to assist members with their questions. Successful performance can lead to higher‑level individual contributor or leadership roles.

• Respond to member inbound inquiries via phone and chat regarding SoFi’s Student Loan and Personal Loan applications, handling upwards of 50+ calls per day.
• Take ownership of resolving member inquiries and anticipate additional inquiries.
• Demonstrate empathy, professionalism, problem‑solving skills, and relationship management.
• Follow compliance and regulatory guidelines to protect sensitive information and maintain members’ trust.
• Share insights with teammates regarding root causes of member inquiries, concerns, and complaints.
• Advocate on members’ behalf to improve products, operations, and policies.
• Document member interactions clearly using templates where appropriate.
• Develop strong knowledge of internal processes and procedures to ensure quality loan system data and adequate paperless documentation.
• Perform ad‑hoc duties as assigned.

• 1+ year experience in customer service or call center environment.
• A passion for helping others while solving problems quickly.
• Excellent verbal and written communication skills.
• Proven organizational and time‑management skills.
• Proficiency in Google products, data visualization tools, customer service tools, and admin tools.
• A professional demeanor, strong work ethic, and keen attention to detail.
• High school diploma or GED required.
• Flexibility to work alternative schedules: evenings, early mornings, weekends. Some bandwidth for overtime as needed.

• 1+ year experience in finance or banking.
• 1+ year experience in loans or other lending products.

The base pay range is listed above. Final base pay will be based on individual factors such as experience, skills, and location. To view our comprehensive benefits, visit the Benefits at So Fi page.

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, national origin, age, physical or medical disability, marital status, sexual orientation, military status, or any other basis prohibited by applicable law. The company honors the San Francisco Fair Chance Ordinance and will consider qualified applicants with arrest and conviction records.

New York applicants:
Notice of Employee Rights. SoFi offers reasonable accommodations to candidates with physical or mental disabilities.