Member Experience Outreach Specialist

<div class="content-intro"><p><a href="https://www.sofi.com/sofi-employee-applicant-privacy-notice/" target="_blank"><strong>Employee Applicant Privacy Notice</strong></a></p> <p><strong>Who we are:</strong></p> <div> <p>Shape a brighter financial future with us.</p> <p>Together with our members, we’re changing the way people think about and interact with personal finance.</p> <p>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. <strong>Join us to invest in yourself, your career, and the financial world.</strong></p> </div></div><p><strong><strong>The Role:</strong></strong></p> <p>The Member Experience Outreach Specialist sits within SoFi’s Member Advocacy and Complaint Experience Group. This role is responsible for handling complex, sensitive, and high-risk member concerns that require proactive outreach to aid in member satisfaction and resolution. To resolve these concerns, there may be a need for deeper investigation, cross-functional coordination, and independent judgment.</p> <p>Member Experience Outreach Specialists are responsible for making outreach to members who have been identified as having an experience or support need , while also performing structured research and serving as the member’s advocate through resolution. Through this work, it is expected that Specialists will also identify risk, surface systemic issues, and influence process improvements that reduce future escalations.</p> <p>This position requires a member focused attitude, strong judgment, autonomy, and the ability to move to work directly with members while performing research and advocating for member first solutions.<br> </p> <p><strong><strong>What You’ll Do:</strong></strong></p> <ul> <li> <p>Problem Handling Resolution</p> <ul> <li> <p>Conduct proactive outbound outreach, via phone and email, to connect with members and recover their experience with SoFi. </p> </li> <li> <p>Navigate tough conversations with empathy, understanding and a genuine desire to help. </p> </li> <li> <p>Serve as the primary point of resolution for complex member concerns and for the support of member remediation efforts.</p> </li> <li> <p>Execute resolution with accuracy and awareness of regulatory/operational risks.</p> </li> <li> <p>Take full ownership of complex account issues, performing independent, in-depth research across multiple internal systems and platforms.</p> </li> <li> <p>Critically assess incoming complaints for inherent regulatory, reputational, or operational risks.</p> </li> <li> <p>Swiftly triage identified risks (e.g., UDAAP, fraud, media sensitivity) to the dedicated Compliance, Legal, or Risk teams.</p> </li> <li> <p>Establish clear, transparent, and empathetic communication regarding next steps, timelines, and anticipated outcomes.</p> </li> <li> <p>Consistently and reliably deliver on all promised timelines and commitments </p> </li> </ul> </li> </ul> <ul> <li> <p>Research Follow-Up</p> <ul> <li> <p>Execute structured and meticulous research for concerns requiring review across multiple proprietary internal systems, data integration, or formal input from disparate cross-functional teams (e.g., Operations, Treasury, Fraud).</p> </li> <li> <p>Assume responsibility for complaint follow ups, leading to final resolution.</p> </li> <li> <p>Coordinate remediation efforts, secure necessary approvals, and ensure affected members receive a comprehensive, complete, and timely resolution package.</p> </li> <li> <p>Document all research findings, resolution steps, cross-functional consultations, and final member communications clearly, concisely, and adhering to standards for audit/compliance support a ... (truncated, view full listing at source)