Customer Advocacy Associate II

Summary

Join Affirm's Customer Advocacy and Retention (CAR) team as a Customer Advocacy Associate II and become the Voice of Affirm, resolving complex customer complaints filed with State and Federal Regulators. You will investigate, remediate, and address these complaints, working with cross-functional partners to identify root causes and implement solutions. This role requires exceptional communication, empathy, and problem-solving skills. You will also contribute to process improvements and become a subject matter expert in consumer finance policies and regulatory requirements. Affirm offers a competitive compensation package, including 100% subsidized medical coverage for you and your dependents, flexible spending stipends, and competitive time off. The role is primarily remote.

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

Responsibilities

• Deliver an outstanding customer experience
• Review, respond and investigate complaints received directly from State and Federal Regulators
• Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
• Communicate with Regulators using email
• Categorize and record all complaints with extreme attention to detail
• Drive continuous improvement
• 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
• Grow your financial services expertise
• Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

Benefits

• 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
• Remote work