Member Experience Outreach Specialist

The Role:

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.

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.

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 You’ll 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 You’ll 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.