Communications Escalation Specialist

The Loan Ops Escalation Agent partners with the Operations Management team to reduce customer complaints by executing sound and consistent communications and reviewing decisions within SoFi policies and procedures, established credit authority and approval guidelines. The Loan Ops Escalations Team Member will discharge his/her duties while recognizing the need for a balanced commitment to SoFi’s consumer loan portfolio growth, maintaining portfolio quality, complaint analysis and trending, as well as providing the highest quality member experience.

Primary duties include: customer complaints, efficient and accurate transaction trend analysis, database maintenance, compliance, relationship management (internal and external), pricing analysis, research and customer account analysis.

Essential Job Functions:

  • Develop strong knowledge of internal processes and procedures to ensure the quality of communications and loan system data and the adequacy of paperless loan documentation
  • Provide best-in-class client service through friendly, professional and responsive communication with both internal and external customers
  • Possess, maintain, and exhibit superior skills for determining the creditworthiness of loan applications, and applying sound judgment based on experience and guidelines when making loan decisions
  • Provide feedback and trending for complaints, NPS and 3rd party vendors
  • Bear ability to instruct and direct to documented information to other RMC’s via phone and assist in learning activities as directed by manager
  • Resolve issues that come through CFPB, BBB and other applicable complaint channels
  • Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
  • Be relentless in taking ownership of resolving member inquiries and attempt to foresee causes of future complaints
  • Prepare and present applications that may be eligible for credit exceptions to management
  • Review applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from any/all sources and verifying documents provided by applicants
  • Calculate and analyze income for all types of income sources, including Self-Employed Personal Tax Returns and Business Tax Returns
  • Perform outbound outreach to applicants and work with the applicant and the Operations/Marketing/Credit team to successfully move applications through the process to funding
  • Prepare and present applications that may be eligible for credit exceptions to management
  • Report Weekly/Monthly trending topics (using Excel, PowerPoint and Word)
  • Mentor and provide coaching to other team members across all departments
  • Perform ad hoc duties as assigned

Bachelor’s degree in English or Business Administration preferred but not required.

Qualification Standards

  • Must be computer literate with above average proficiency in the Microsoft Office Suite skills and Excel
  • Ability to learn and navigate multiple database programs
  • Demonstrate necessary aptitude to handle escalated situations and borrowers in all channels and as part of a tier 2 escalation desk
  • Lack previous instances of a performance improvement plan (PIP), or have completed a PIP within the past six months or received a written warning for performance, attendance, etc within the past six months.
  • Performing at a “Meets Expectations” level or better at the time of application, must meet the above eligibility requirements on or before the “apply by” date on the job posting and maintain eligibility throughout the hiring process.
  • Prove Strong written and verbal communications
  • Review knowledge and experience required
  • Exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
  • Proven ability to understand, instruct and calculate various types of financial documents
  • Ability to exhibit grace under pressure, while successfully navigating stressful work assignments/situations efficiently and effectively
  • Ability to meet critical deadlines under stressful conditions
  • Ability to establish and maintain working relationships with co-workers, management and clients
  • Self motivated and able to work independently
  • Able to move between projects / duties quickly and efficiently
  • Excellent work ethic
  • Excellent organizational skills
  • Professional demeanor and strong work ethic
  • Outstanding organization and time-management skills
  • Excellent quantitative skills
  • Ability to demonstrate mathematical application
  • Accuracy and strong attention to detail
  • Analytical skills required to learn Reviewing tasks
  • Above average computer skills with web proficiency and understanding of databases
  • Ability to work under tight deadlines and exhibit grace under pressure
  • Be self-motivated and able to work independently

Experience Required to Perform the Job

  • Experience handling high volume transactions and communications
  • Proven track record of the ability to de-escalate complaints and provide customer compliments about the business
  • Be employed in your current position for at least 90 days as of the application date (exceptions may be granted based on business needs);
  • Please note: overtime, evenings, nights and weekend days will be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.


  • Catered lunches, a fully stocked kitchen, and subsidized gym membership.
  • Competitive salary packages, bonuses.
  • Flexible vacation policy allows you to truly relax and reboot.
  • Comprehensive health, vision, dental, and life insurance as well as disability benefits.
  • 100% of health, vision, and dental premiums paid by SoFI for employees and their dependents.
  • 401(k) and education on retirement planning.
  • Tuition reimbursement on approved programs, up to $5,250 a year.
  • Monthly contribution to help you pay off your student loans.

See Inside the Office of SoFi

SoFi was founded in 2011 to offer an innovative solution to the rising problem of student debt. Focused on building a community around traditional financial products, SoFi connects students and recent graduates with alumni and other community investors through school-specific student loan funds. Borrowers save time and money by refinancing their private and federal loans, investors earn an attractive return, and both sides benefit from the SoFi community.

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