Mortgage Coach

The role:

The Mortgage Coach is responsible for supporting the entire sales team of Loan Originators, including training, developing and motivating to ensure the team understands how to use all tools given to them, while also ensuring every member interaction becomes an exceptional interaction with SoFi. You will be a part of the leadership team and will focus on influencing the Loan Originators on high performing team performance while maintaining exceptional member experience.

What you’ll do:

• No direct reports, however, are responsible for influencing team members to maximize performance
• Master all task associates are required to perform
• Train, motivate, monitor, and coach new associates
• Weekly lunch and learns to ensure skills for originators are sharp
• Conduct Sales Training on New Products and Sales Initiatives
• Handle special member circumstances and problems as they arise
• Ensure team is following procedures, as well as regulatory compliance
• Provide exceptional member experience
• Proactively identify, escalate issues and propose recommended solutions regarding potential issues with contributing to operational success
• Drive excellence in every member interaction
• Other duties as assigned

What you’ll need:

• Minimum Bachelors or Associate Degree or significant experience in the industry
• 3 + years of experience in mortgage 1 lien and home equity originations
• 3 + years general customer service experience
• Centralized sales experience or processing center management experience
• Experience training, motivating, monitoring, and coaching sales teams
• Excellent written and verbal communication skills to answer questions and communicate issues clearly and concisely to associates, members, and upper management
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Mortgage, consumer credit, or consumer lending experience
• Ability to motivate sales team to exceed performance expectations
• Demonstrated success motivating and leading a team of sales professionals to meet or exceed rigorous sales targets
• Passionate about member experience
• Knowledge of regulatory compliance
• Ability to work well with technology and the desire to help design workflows and processes to enhance our sales strategy and volumes
• Ability to assist with and support infrastructure needed to support growing a sales team
• Ability to react to change quickly and implement new processes and procedures

Nice to have:

• Mortgage Sales Management experience or its equivalent, preferred