• Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations. • Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges. • Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers. • Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods. • Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary. • Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools. • Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy. • Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy). • Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes. • Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase. • Ensure all program activities—whether executed by a human or an AI agent—strictly comply with HIPAA, OIG guidelines, and client-specific business rules. • Guarantee that AI agents are properly trained to identify and flag potential Pharmacovigilance (Adverse Event and Product Quality Complaint) triggers for immediate human review and reporting. • Collaborate with the QA/QC team to review audit trends across human and AI interactions, implementing corrective actions (CAPAs) to quickly refine both human training and AI algorithms.

• Serve evaluation tasks to our annotator workforce and manage assignment distribution across projects and locales. • Track and verify completion of assignments, flagging delays or issues before they become blockers. • Act as a first line of support for evaluators, fielding operational questions about project setup, platform access, and task instructions. • Help maintain project trackers, assignment records, and operational documentation. • Support calibration workflows as needed to ensure evaluation data meets our quality bar.

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The Role: The Home Equity Mortgage Processor works directly with individual applicants to review loan applications to ensure that the application is complete and accurate. This requires time and attention to detail. This role ensures the timely and accurate packaging of all loans originated by our Loan Officers using effective communication with multiple parties involved in the loan process. What You’ll Do: - Provide excellent customer service and drive an overall exceptional customer experience using varying forms of communication - Responsible for processing, managing, and acting as the primary contact of a pipeline of Home Equity loans to meet closing deadlines and lock expiration periods. - Maintain a progressing pipeline of 30-50 loan applications. - Effective and timely communication to both external customers (Clients, 3rd Parties, Vendors) as well as internal customers (Loan Officers, Underwriters, Closers). - Maintain and adapt to the changing mortgage guidelines. - Appropriately set borrower expectations for the mortgage process and establish that the processor is the main point of contact until closing. - Holds the responsibility to request, gather, and analyze documentation required from the borrowers, internally, and third parties for underwriting approval. - Handles the fulfillment of broker channel loan offerings from members - Adapt easily to change and provide interdepartmental support. - Strive to exceed productivity expectations and standards. - Set appropriate expectations and point of contact with realtors and other referral sources. - Understand and request documentation requirements for mortgage financing (tax transcripts, paystubs, tax returns, income calculation, etc.). - Must be highly organized and proactive; able to meet deadlines in a fast-paced environment. What You’ll Need: - 2+ years of mortgage processing industry experience preferred - Broker fulfillment experience is a plus - Ability to maintain a pipeline of 30-50 loans of mixed variety - Knowledge of Encompass LOS - Excellent oral and written communication skills - Works well under time constraints and a constantly changing environment - Has to have a team mentality and work well as a member of a group - Eagerness to delight clients throughout the process and drive overall experiences - Knowledge of Fannie Mae guidelines 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.The Company hires the best qualified candidate for the job, without regard to protected characteristics.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 RightsSoFi is committed to an inclusive culture. 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 accommodations@sofi.com.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.

• Screening and approving loan applications alongside our review team. • Supporting borrowers via text and phone calls throughout their fundraising campaign. • Managing delinquency of borrowers and establishing action plans to work with borrowers to get them back on track. • Piloting process and infrastructure improvements to our operations. • Collaborating with our U.S. Partnerships colleagues to improve the Kiva U.S. partner experience. • Taking on additional special cross-functional projects aimed at increasing the value entrepreneurs receive from Kiva. • Collecting, synthesizing, and implementing internal and external changes based on feedback from Kiva U.S. loan applicants, borrowers, and partners alike. • Sourcing Kiva U.S. borrower stories and supporting cross-functional Kiva U.S. impact storytelling initiatives. • Improving training materials and resources for Capital Access Managers