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Note: The job is a remote job and is open to candidates in USA. SoFi is a next-generation financial services company and national bank focused on helping members achieve their financial goals. The Home Loans Member Advocate III role involves retention, loan restructuring, and customer service efforts to provide resolutions that retain business and improve the customer experience.
Responsibilities
Identify sales opportunities while servicing customers in order to retain business
Work with management to create, optimize, and evolve retention strategies to keep clients in the future
Work closely with secondary markets to ensure minimum company profitability margins are still met while retaining existing borrowers
Identify areas of customer improvement
Evaluate the customer service experience
Develop an understanding of what is needed to create a great client experience
Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
Evaluate program results and optimize as needed with management
Identify and address loan guideline fails
Work directly with borrower and operations team to ensure the restructured loan is successfully delivered to our borrower and terms are agreed upon
Work closely with processing, sales, and secondary to minimize customer engagement and maximize the overall customer experience with limited delays and contact
Identify areas of customer improvement
Optimize the customer service experience
Develop an understanding of what is needed to create a great client experience
Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
Evaluate program results and optimize as needed with management
Improve lock-to-fund conversions by managing escalated files and bringing resolution with improved cycle times
Skills
Bachelor's Degree and 2 years of proven sales experience in the mortgage industry as a licensed loan officer
NMLS licensing is required
Knowledge of Fannie Mae, Freddie Mac, VA and FHA Guidelines (Jumbo a plus)
Ability to maintain a pipeline of 15-25 loans of mixed variety
Excellent oral and written communication skills
Works well under pressure and requires minimal supervision to perform basic job functions
Has an eagerness to delight clients throughout the loan process
Multiple existing state licenses are preferred but not required. Employer will offer additional license opportunities. Applicant must meet minimum requirements for states to include; background checks, fingerprints, and continuing education
Knowledge of Encompass LOS and Optimal Blue
Experience with Day One Certainty Validations, HomeReady and HomePath products
Company Overview
SoFi is a finance company that offers a range of lending and wealth management services. It was founded in 2011, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is
Company H1B Sponsorship
SoFi has a track record of offering H1B sponsorships, with 34 in 2026, 213 in 2025, 117 in 2024, 131 in 2023, 118 in 2022, 81 in 2021, 42 in 2020. Please note that this does not guarantee sponsorship for this specific role.
