Lending Support Specialist

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Who we are:

The role:

As a Lending Support Specialist you will be critical in partnering with internal and external partners to provide a seamless experience for our SoFi this role your primary focus will be on resolving post-funding issues such as returned funds incorrect loan servicer allocations payment application inquiries student loan refunds and deboarding requests.

What youll do:

• Review and verify payment and account details in Student Loan Refinance (SLR) applications before disbursement.
• Process and review applications for personal loan-returned funds that require bank account verification according to credit policies and procedures
• Make outbound phone calls and emails to members if additional information is required.
• Escalate unresolved issues to the Remediation Team or Senior Management.
• Collaborate with product partners to identify and escalate operational issues and inefficiencies suggesting solutions for continuous improvement. Review and validate/or collect documentation related to new loan services in Operator and contact loan servicers as needed to confirm eligibility. Prepare documentation for processing by mail department agents.
• Partner with Nelnet in answering questions regarding Student Loan Refinance loans
• Work closely with FinOps Senior Management Compliance Legal QC Investor Relations Nelnet Product partners and Engineering for Student Loan Refinance Deboard requests.
• Serve as a subject-matter expert for the Review team to answer questions about loan entry loan servicers product types and qualified education loans.
• Communicate with various loan servicers/lenders and our Finance & Accounting department to ensure proper payment application via email and phone.
• Research and properly handle payment issues and discrepancies as they arise.
• Process Student Loan Refinance and In-School Loan refund payments promptly.
• Send daily payment rosters to loan servicers so they know how to allocate payments received from SoFi.

What youll need:

• 1 years of experience in review and/or pre-funding roles with personal and student loans.
• Excellent written and verbal communication skills with the ability to explain processes clearly and follow up effectively.
• Strong attention to detail and accuracy.
• Demonstrates good work ethic professional demeanor and ability to work under pressure.
• Ability to manage multiple tasks effectively and meet deadlines in a fast-paced environment.
• Proven ability to establish productive working relationships with co-workers management and members.
• Self-motivated and able to work independently applying analytical skills to complete tasks efficiently.
• Excellent organizational and time-management skills.
• Willingness to take on projects and adapt to changing business and member needs.