Member Remediation Specialist

The role:

As a Member Remediation Specialist you will be responsible for working alongside Engineering, Operations, and Business Leaders to help create and execute remediation plans for member impacting issues, incidents, and other events as needed. This includes member email communications through Braze, organizing restitution efforts, and assisting with agent-facing messaging (banners, hot topics, guided comms). You will also manage the intake, dissemination, and documentation of customer-facing remediation activities for Operations and Risk, working cross-functionally across all business units to ensure actions are completed timely and accurately.  

What you’ll do:

• Engage with Engineering, Operations, and Business Leaders during member-impacting events to determine necessary remediation efforts.


• Partner with Compliance, Legal, and other business units on planned action items and communications when needed.


• Ensure timely communication of remediation efforts to both members and internal staff.


• Provide regular updates on intake, expected completion timeline, and closure of remediation tasks to internal stakeholders.


• Maintain reporting of all remediation activities, including status, impact, and next steps.


• Gather, retain, and supply evidence of all remediation activities completed.


• Work on an On-Call rotation to support emergency after-hours incidents.

What you’ll need:

• Strong written and verbal skills for communicating with both SoFi members and cross-functional SoFi business units and leadership.


• Extensive knowledge of SoFi’s internal processes and products.


• Ability to work in a fast paced environment.


• Experience with Google and Microsoft products (Sheets, Excel, Docs, Slides).


• Analytical mindset with the ability to understand complex requests from multiple areas of the business.


• Must be detail oriented with the ability to multi-task and manage competing priorities.

Nice to have:

• Experience with internal tools such as Braze, AirTable, Tableau and Workfront.