DESCRIPTION

Position at SoFi

WHO WE ARE:

Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
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. Join us to invest in yourself, your career, and the financial world.

THE ROLE:

As a Member Remediation Lead you will be responsible for overseeing and guiding the creation and execution of comprehensive remediation plans for significant member-impacting issues, incidents, and other events. This includes strategic oversight of member email communications through Braze, leadership in organizing large-scale restitution efforts, and developing overarching strategies for agent-facing messaging (banners, hot topics, guided comms). You will manage the entire lifecycle of customer-facing remediation activities for Operations and Risk, working cross-functionally with senior stakeholders across all business units to ensure timely, accurate, and compliant resolution of all issues.

WHAT YOU’LL DO:

• Develop and oversee comprehensive remediation plans for all significant member-impacting events.
• Help design and implement program-level changes to improve the member experience and streamline remediation practices.
• Communicate with senior leadership across departments on the status of all remediation efforts.
• 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.
• 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.