Jennifer Borroughs-Chrispin
Impactful People Leader @ SoFi | Management Professional | Agile Project Management Certified
- Role
- Associate Manager at SoFi
- Location
- Jacksonville, FL, US
- LinkedIn followers
- 500 followers
About Jennifer Borroughs-Chrispin
At SoFi, my leadership goes beyond managing a team of loan reviewers—it\'s about…
Experience
Associate Manager
Nov 2019 — Present
Key Responsibilities:Team Leadership & Development:Independently manage a team of 15-17 loan reviewers.Coach, mentor, and develop team members in loan processing and customer interactions (phone & email).Serve as a second-tier escalation point for customer issues and complex cases.Hire, train, and onboard new loan reviewers while ensuring high engagement and retention.Communication & Collaboration:Ensure team members are aligned with company policies, goals, and best practices.Partner with internal stakeholders to enhance processes, improve customer experience, and address operational inefficiencies.Act as a key communicator between leadership and team members, ensuring transparency and clarity.Performance & Process Optimization:Monitor and evaluate team performance using scorecard metrics, coaching for continuous improvement.Identify and recommend solutions for process inefficiencies, system issues, and operational roadblocks.Ensure compliance with procedures while maintaining a member-first approach to service.
Education
Florida State College at Jacksonville
Business Administration and Management, General
1995 — 1997
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