Home Loan Member Advocate

SoFi; Charlotte (NC); On-site; USD 85,000 - 135,000; Full time

Job summary

SoFi in Charlotte, NC seeks a Home Loans Member Advocate to act as a subject matter expert in loan restructuring and complex income analysis. You will evaluate mortgage and home equity scenarios, working with income documentation and lending guidelines to identify viable solutions.

You will collaborate across Sales, Processing, Underwriting, and Secondary Marketing to improve conversion, ensure regulatory compliance, and deliver exceptional member experiences.

Qualifications

• Active NMLS licensing and ability to meet federal licensing requirements.
• 3+ years of combined experience in licensed mortgage loan origination, mortgage underwriting, or senior-level loan restructuring.
• In-depth knowledge of Fannie Mae, Freddie Mac, FHA, and VA lending guidelines, including complex eligibility and restructuring.
• Proficiency in analyzing self-employed borrower income, including S-Corporations, partnerships, sole proprietorships, business tax returns, and related documents.
• Hands-on experience with automated underwriting systems, including DU and LPA.
• Ability to evaluate borrower income, credit, liquidity, collateral, and overall risk while maintaining regulatory compliance.
• Strong consultative communication, presentation, and negotiation skills to explain complex financial information to members.
• Proficiency with Encompass LOS and Optimal Blue pricing engine.
• Strong organizational and problem-solving skills to manage multiple files and deadlines.

Responsibilities

• Analyze and execute loan restructuring solutions for mortgage and home equity transactions, including complex borrower income scenarios.
• Perform income and liquidity calculations using tax returns and financial documentation.
• Identify, troubleshoot, and resolve complex eligibility scenarios involving various lending guidelines.
• Evaluate borrower credit, income, assets, collateral, and overall risk to identify viable restructuring options.
• Utilize automated underwriting systems (DU/LPA) to validate restructured scenarios and eligibility.
• Manage a pipeline of approximately 10–15 active files, prioritizing timely resolutions and SLAs.
• Engage directly with members to present restructuring options, explain revised terms, and negotiate solutions.
• Partner with Secondary Marketing to evaluate pricing and profitability.
• Collaborate with Sales, Processing, Underwriting, and Secondary Marketing to resolve loan conditions and close loans.
• Take ownership of escalated/high-risk files to improve retention and conversion.

Skills

Mortgage underwriting

Income analysis

Negotiation skills

Consultative communication

Self-employed income analysis

Regulatory compliance

Automated underwriting systems (DU/LPA

Education

Bachelor's degree in Finance, Accounting, Business

Tools

Encompass LOS

Optimal Blue pricing engine

Desktop Underwriter (DU)

Loan Product Advisor (LPA)

Job description

Who we are:

Shape a brighter financial future with us.

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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:

As a Home Loans Member Advocate, you will serve as a subject matter expert in loan restructuring, loan conversion, and complex income analysis. This role combines mortgage underwriting expertise with member-facing consultation to identify solutions that support loan conversion, business retention, and an exceptional member experience.

You will evaluate mortgage and home equity scenarios ranging from straightforward to highly complex, analyzing borrower income, tax documentation, credit profiles, and applicable lending guidelines to identify viable restructuring opportunities. You will also work directly with members to present and negotiate revised loan terms, resolve financing challenges, and help borrowers move successfully toward closing.

Working closely with Sales, Processing, Underwriting, and Secondary Marketing, you will balance member needs, regulatory compliance, and business objectives to improve conversion rates and deliver timely, effective lending solutions.

What you’ll do:

• Analyze and execute loan restructuring solutions for mortgage and home equity transactions, including complex borrower income scenarios involving self-employment, multiple business entities, and nontraditional income sources.
• Perform detailed income and liquidity calculations using personal and business tax returns, including IRS Forms 1040, 1065, and 1120S, Schedule L, Schedule K-1, and profit and loss statements.
• Identify, troubleshoot, and resolve complex eligibility scenarios involving Fannie Mae, Freddie Mac, FHA, VA, Jumbo, and other non-conforming lending guidelines.
• Evaluate borrower credit, income, assets, collateral, and overall risk to identify viable loan restructuring options while maintaining underwriting accuracy and regulatory compliance.
• Utilize automated underwriting systems, including Desktop Underwriter (DU) and Loan Product Advisor (LPA), to validate restructured loan scenarios and eligibility.
• Manage a pipeline of approximately 10–15 active files, prioritizing timely resolutions, maintaining production service-level agreements (SLAs), and maximizing lock-to-fund conversion rates.
• Engage directly with members through outbound and escalated interactions to present restructuring options, explain revised loan terms, negotiate solutions, and retain business.
• Partner with Secondary Marketing to evaluate pricing and restructuring options that meet member needs while maintaining appropriate profitability margins.
• Collaborate with Sales, Processing, Underwriting, and Secondary Marketing to resolve loan conditions, minimize cycle times, and facilitate successful loan closings.
• Take ownership of escalated and high-risk files, identifying solutions that improve retention, member satisfaction, and overall conversion performance.

What you’ll need:

• Active NMLS licensing and ability to meet all applicable federal licensing requirements, including required background checks and fingerprinting.
• 3+ years of combined experience in licensed mortgage loan origination, mortgage underwriting, or senior-level loan restructuring.
• In-depth knowledge of Fannie Mae, Freddie Mac, FHA, and VA lending guidelines, including experience evaluating complex loan eligibility and restructuring scenarios.
• Demonstrated proficiency in analyzing self-employed borrower income, including S-Corporations, partnerships, sole proprietorships, business tax returns, and related financial documentation.
• Hands-on experience with automated underwriting systems, including Desktop Underwriter (DU) and Loan Product Advisor (LPA).
• Ability to evaluate borrower income, credit, liquidity, collateral, and overall risk while maintaining rigorous quality control and regulatory compliance standards.
• Strong consultative communication, presentation, and negotiation skills, with the ability to explain complex financial information and lending solutions clearly to members.
• Proficiency with Encompass loan origination system (LOS) and Optimal Blue pricing engine.
• Strong organizational and problem-solving skills, with the ability to manage multiple active files, meet production deadlines, and collaborate effectively across lending teams.

Nice to have:

• Active FHA Direct Endorsement (DE) or VA Staff Appraisal Reviewer (SAR)/Credit Authority.
• Experience with Jumbo and other non-conforming mortgage products.
• Familiarity with Day One Certainty validations, HomeReady, and Home Possible loan programs.
• Knowledge of Texas-specific lending regulations, including Section 50(a)(6) home equity loans.
• Bachelor’s degree in Finance, Accounting, Business, or a related field.

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 Rights

SoFi 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 [e-mail].

We are unable to accommodate remote work from Hawaii, Alaska or Puerto Rico at this time.