Remote Customer Advocacy Associate II

Summary

Join Affirm's Customer Advocacy and Retention (CAR) team as a Customer Advocacy Associate II, where you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints filed with State and Federal Regulators.

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

Benefits

• 100% subsidized medical coverage, dental and vision 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