Customer Operations Associate

Affirm; Canada; Remote; CAD 39,000 - 59,000; Full time

Job summary

Join a forward-thinking company dedicated to reinventing credit and enhancing consumer experiences. As a Customer Operations Associate, you will play a pivotal role in ensuring customer satisfaction through effective communication and problem-solving. This position offers the chance to work in a dynamic environment, collaborating with cross-functional teams to implement innovative solutions while developing your skills. With a focus on transparency and inclusivity, you will be part of a remote-first culture that values its employees and their contributions. If you are passionate about helping others and eager to grow your career, this opportunity is perfect for you.

Benefits

Health Care Coverage

Flexible Spending Wallets

Competitive Vacation

Employee Stock Purchase Plan

Qualifications

• 1-3 years of experience in customer service roles.
• Experience in the financial industry is a plus.

Responsibilities

• Resolve escalated customer inquiries via email and phone.
• Maintain professionalism and high-quality assurance scores.

Skills

Verbal Communication

Written Communication

Problem Solving

Analytical Thinking

Customer Interaction

Education

High School Diploma

Bachelor's Degree

Tools

Mac (iOS)

Google Workspace

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 seeks to provide better financial products to improve the lives of consumers and we are looking for a Customer Operations Associate who will join our team to humbly serve our customers. As part of our Customer Operations team, Operations Associates ensure timely and accurate resolution of complex customer inquiries through omni-channel communication, and partner with cross-functional teams to implement new systems and products. Our ideal candidate is ready to learn and develop their career as a part of a dynamic and collaborative team.

What you’ll do

Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers

Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport

Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types

Participate and assist in ongoing training to develop new skills and responsibilities

Help identify trends and areas of improvement including agent coaching, quality monitoring and product features

Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed

Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores

Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues

Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities

Initiate document creation, including meeting minutes and procedural updates

What we look for

Willingness to support operation functions on evenings, weekends and public holidays

Excellent verbal and written communication skills

Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment

1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)

Experience within the financial industry is a plus

Sound judgment and proactive problem solving skills

Ability to apply analytical thinking in decision making with keen organizational skills and attention to detail

Team player with an interest in collaborating with and learning from cross-functional partners

Strong follow-through and ability to manage competing priorities

Mac (iOS) and Google Workspace (formerly G Suite) knowledge a plus

Comfortable with working with Key Performance Indicators (KPIs) to assess and drive performance

Base Pay Grade - B
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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $39,000 - $59,000

#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.

By clicking "Submit Application," you acknowledge that you have read Affirm'sGlobal Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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