Job Description
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.
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.
As a Customer Advocacy Specialist I, you’ll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options to remedy the issues and determine the appropriate solutions to drive resolution. Your job is not only to help customers with the issues they encounter, but to help us learn as a company from each interaction, so we can make using our products as seamless as possible. See an opportunity to improve customer trust or our team’s operations at scale? You’ll drive this as the Voice of the Customer.
What You’ll Do
Review, respond and investigate complaints submitted directly by customers
Solve customer issues efficiently, effectively, and empathetically with emphasis on custom crafting written responses that DO NOT rely heavily on predetermined templates
Communicate with customers using email, and when appropriate, phone
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
Improve our resources and tools available for our customers to enable customer education and streamline service
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
What We Look For:
- Bachelor’s Degree with 1+ years 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
Pay Grade - D
Equity Grade - 1
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
CAN base pay range per year: $55,000-75,000
#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
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
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