Relationship Manager III, SL Servicing
Relationship Manager III, SL Servicing
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The role:
Oversight of Student Loan Servicing External Partnerships
This role will be a critical point of contact for both internal stakeholders and our external SL servicing partners to assist in managing student loan servicing day-to-day management needs. The role will manage high profile meetings and coordinate with SoFi key stakeholders managing face to face meetings high priority emails issue management deadlines program guideline changes. Monitoring SLAs while assisting with highly escalated member complaints and complaint trend analysis. This role will also serve as a servicing program testing expert to make sure our servicing partners are adhering to program requirements and assisting with internal compliance testing audits and exams.
What youll do:
- Assisting in leading & partnering with vendors to achieve performance targets manage overall quality and customer experience and continuously drive process improvements
- Monitor performance activities across servicing partners to ensure proper work levels to accounts including complaints member experience program guideline policies and procedure adherence and control monitoring
- Involved in frequent on-site visits managing general oversight practices and assist in developing any new enhancement deliveries
- Interact with vendor in the identification tracking and resolution of issues and concerns
- Being a back-up for reconciling vendor invoicing and submission for timely payment
- Identify escalate issues and propose recommended solutions regarding potential issues with process systems and operations inefficiencies to their direct manager with the goal of contributing to operational success
- Serve as a second tier for escalated customer issues and questions
- Monitor for complaint trends and potential issues with servicing partner program adherence or processes
- Perform all other duties as assigned by management
What youll need:
- Bachelors degree or equivalent student loan servicing experience
- 4 years experience in student loan oversight
- Student loan servicing systems and standard program functionality
- Complaints oversight management
- Experience with student loan servicing fees and invoicing
- Excellent email and communication skills
- High level of meeting coordination and agenda preparation
- Organization of open actions and follow-ups
- Leadership capabilities to lead other
- Exam Management coordination
Nice to have:
- Experience with Student Loan servicing systems and standard program functionality in the market
- Data querying capabilities in snowflake and tableau
- Audit and testing experience in Student Loan servicing
- Strategizing student loan program changes to improve member experience
- Control gap recognition and control creation based on identified issues and gaps
*This position will be in office. Remote options for this position are not available.
Required Experience:
Manager
Employment Type
Full Time
