Customer Advocacy Associate II

United StatesRemotemid

OtherAssociate

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Quick Summary

Overview

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

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OtherAssociate

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

About the Role

~1 min read

Affirm’s Customer Advocacy and Retention (CAR) team sits within Customer Operations and houses our customer complaint experts. When customers share their challenging experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for our customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.

Responsibilities

~1 min read

Review, respond and investigate complaints received from Executives and other Internal Teams such as Investor Relations or Press as well as Bank Partners

Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness

Communicate with Customers using email

Categorize and record all complaints with extreme attention to detail

Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems.

Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.

Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

Minimum 1 year experience in operations, customer support, social media management, communications or related fields
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
Strong customer empathy and service level focus
Proactive thinker constantly seeking improvement opportunities in work
Team player with the ability to collaborate and be sensitive of others

What We Offer

~2 min read

Employees new to Affirm typically come in at the start of the pay range.

Please note that visa sponsorship is not available for this position.

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

✓Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents

✓Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses

✓Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge

✓ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount