Senior Relationship Manager, Collections Service Delivery

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The role

The Collections Service Delivery (CSD) Sr. Relationship Manager will be responsible for strategic leadership and oversight of all member facing suppliers used pre-charge-off. This leader will directly manage the relationship with our student loan servicer and own oversight of all of the CSD members facing supplier relationships including the Personal Loan Relationship Manager. This role and their direct reports will be the primary point of contact between SoFi and external parties we use in the Collections Center of Excellence (CCoE). You will be responsible for the ongoing performance, adherence to service level agreements, and compliance requirements of your suppliers. In addition, you will provide significant contributions to our vendor selection strategies by managing existing partnerships, suggesting expansion or contraction opportunities, and preparing and managing Requests For Proposals. The Third Party Relationship manager will perform many functions including, but not limited to, remittance validation, accounts payable approvals, regular performance management conversations, and preparing internal communications on performance and compliance. Third-Party Relationship Manager has a high level of interaction with internal and external parties. This role requires a broad knowledge of financial services in a member-focused collections environment. The position will require a quick learner who is willing to get in and understand specific processes in order to best support our Third Party resources and our own business needs.

What you’ll do:

• Serve as a second tier for escalated customer issues and questions
• 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
• Lead/partner with vendors to achieve performance targets, manage overall quality and customer experience, and continuously drive process improvements
• Reconcile vendor invoicing and submit for timely payment
• Hire, train, motivate, monitor, and coach new associates
• Partner with CCoE Strategy and Internal Ops partners to implement strategy changes at the suppliers and to escalate emerging trends in the portfolios
• Interact with vendors in the identification, tracking, and resolution of issues and concerns
• Monitor performance activities across sites to ensure proper work levels to accounts, including penetration rates, roll rates, staffing levels, and adherence to policies and procedures
• Identify opportunities to leverage best in class technology and strategies to drive improved collection outcomes
• Perform all other duties as assigned by management
• Perform frequent on-site visits to communicate policy/process changes, share best practices, participate in associate training, and conduct quality assurance and compliance reviews

What you’ll need:

• Proven analytical skills in conducting sophisticated analysis using customer performance data, bureau attributes and other 3rd party variables to solve business problems; a demonstrated ability to synthesize and communicate analysis to peers and senior management
• Excellent organizational and time management skills
• Excellent communication skills with the ability to leverage data to tell the story of your vendor's performance
• Intellectually curious, asking intelligent questions and consistently probing for answers
• 5+ years’ experience in student loans operations with strong knowledge of collections
• 5+ years’ experience managing complex vendor relationships

Nice to have:

• Consumer credit, or consumer lending experience desired
• Experience managing a collections and/or recovery operations team
• Financial services-specific customer service experience preferred
• Knowledge of bankruptcy and probate receivables management
• Bachelor’s degree is preferred

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.