Member Experience Outreach Specialist

The Role:

The Member Experience Outreach Specialist sits within SoFis 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.

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 members 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.

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.

What Youll Do:

• Problem Handling & Resolution

  • Conduct proactive outbound outreach via phone and email to connect with members and recover their experience with SoFi.

  • Navigate tough conversations with empathy understanding and a genuine desire to help.

  • Serve as the primary point of resolution for complex member concerns and for the support of member remediation efforts.

  • Execute resolution with accuracy and awareness of regulatory/operational risks.

  • Take full ownership of complex account issues performing independent in-depth research across multiple internal systems and platforms.

  • Critically assess incoming complaints for inherent regulatory reputational or operational risks.

  • Swiftly triage identified risks (e.g. UDAAP fraud media sensitivity) to the dedicated Compliance Legal or Risk teams.

  • Establish clear transparent and empathetic communication regarding next steps timelines and anticipated outcomes.

  • Consistently and reliably deliver on all promised timelines and commitments

• Research & Follow-Up

  • 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).

  • Assume responsibility for complaint follow ups leading to final resolution.

  • Coordinate remediation efforts secure necessary approvals and ensure affected members receive a comprehensive complete and timely resolution package.

  • Document all research findings resolution steps cross-functional consultations and final member communications clearly concisely and adhering to standards for audit/compliance support and visibility.
    

• Cross-Functional Partnership

  • Forge strong collaborative partnerships with key internal stakeholders (Compliance Legal Counsel Product Development Operations) to ensure efficient and thorough resolution.

  • Provide clear concise and tactical communication to internal partners and leadership regarding high-priority escalation status systemic risks and recommendations for fixes/improvements.

  • Act as the internal Subject Matter Expert (SME) for escalation procedures and complex policy interpretation providing real-time guidance and coaching to frontline support.
    

• Process Improvement & Risk Reduction

  • Systematically analyze the underlying root causes of frequent escalations (Root Cause Analysis - RCA).

  • Identify recurring structural or policy-based member pain points to address foundational issues.

  • Proactively surface and formally document actionable insights from escalation trends.

  • Provide concrete recommendations to improve internal escalation workflows enhance support tools refine/amend policies and strengthen training materials.

  • Actively contribute to company-wide initiatives focused on reducing the overall member contact rate (Contact Rate Reduction - CRR) and improving long-term member outcomes and satisfaction scores.

What Youll Need:

• Exceptional de-escalation skills emotional intelligence and professionalism under pressure.

• Demonstrated experience handling and discussing complex escalations requiring independent judgment.

• Strong ability to balance real-time escalation work with investigative follow-up.

• Proven consistency in compliance documentation and risk classification.

• Excellent written and verbal communication skills particularly for sensitive or high-visibility cases.

• Ability to work autonomously while collaborating effectively across teams.

• Comfort navigating ambiguity in a fast-paced evolving environment.

• Expert or advanced product knowledge across SoFi offerings.

• Ability to flex between execution research and problem-solving roles as business needs shift.

Required Experience:

IC