Consumer Relations Specialist I

AppFolio, Inc; Santa Barbara (CA); On-site; USD 29,000 - 36,000; Full time

Job summary

AppFolio, Inc in California is seeking a Consumer Relations Specialist I to take a lead role in handling consumer inquiries and disputes and coordinating with partners to resolve issues with screening reports. You will answer phones and emails as the first line of contact, provide empathetic, professional responses, and ensure compliance with applicable background screening laws.

Maintain confidential information, manage a full caseload, meet timelines, and contribute to policy development and

Qualifications

• Exceptional customer service skills in a regulated environment.
• Ability to maintain compliance with background screening laws and policies.
• Excellent written and verbal communication with high attention to detail.
• Strong organizational skills and ability to manage multiple tasks.
• Ability to complete the FCRA Basic Certificate Program.

Responsibilities

• Answer phones, emails, and case requests as the first line of contact for consumer inquiries.
• Provide empathetic and professional responses to consumer issues.
• Understand and comply with relevant background screening laws and AppFolio policies.
• Prioritize cases, manage a full caseload, and meet timelines.
• Develop relationships with partners and internal/external teams to ensure smooth inquiry processes.

Skills

Customer service

Regulatory compliance

Written communication

Verbal communication

Detail oriented

Multitasking

Independent judgment

Education

BA/BS degree or equivalent work experience

FCRA Basic Certificate Program

Job description

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

The Consumer Relations Specialist I takes a lead role in handling consumer inquiries and disputes and working with our partners to resolve issues with screening reports.

Ideal candidates have a passion for customer satisfaction, an affinity for detail, a record of independent action and excellent judgment, and an understanding of the importance and impact of working in a highly regulated environment.

Your impact

Play a lead consumer-facing role - answer phones, emails, and case requests as the first line of contact for consumer requests. Assist the consumer by providing an empathetic and helpful response, representing AppFolio professionally.

Understand and comply with all relevant laws and regulations related to the background screening industry and AppFolio’s screening business

Prioritize cases as necessary; effectively manage a full caseload and queue

Meet all timelines and compliance requirements

Develop and build relationships with partners, internal and external teams to ensure smooth inquiry processes.

Liaise closely with team members (both direct and broader) to build strong internal relationships and broaden the knowledge base

Ensure the confidentiality and privacy of personal identifiable information

Assist in the development of policies and procedures

Gain detailed knowledge of AppFolio’s screening product and a basic understanding of the broader product

Exemplify and represent AppFolio’s values and initiatives

Lean into challenges; act as a positive and constructive influencer and team member

Qualifications

Exceptional customer service and ability to handle difficult conversations, both internally and externally, in a graceful, courteous, and constructive manner

Ability to work in a highly regulated environment and maintain compliance

Excellent written and verbal communication skills; a meticulous eye for detail and proofreading

Ability to work with flexibility and agility in a fast-paced environment while keeping a positive and curious attitude

Proven ability to handle multiple concurrent projects and complete tasks on time with precision, using independent judgment to accomplish goals

Ability to follow through on tasks until completed

Must have

Consumer-facing experience preferred

Ability to complete the FCRA Basic Certificate Program

BA/BS degree or equivalent work experience required

Location

Find out more about our locations by visiting our site .

All late-stage candidates complete an in-person meeting with an AppFolian as part of our hiring process.

The compensation that we reasonably expect to pay for this role is: $21.30/hr - $26.10/hr base pay. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type. Regular full-time employees are eligible for benefits - see here .

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

Why AppFolio

• Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.
• Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.
• Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.
• Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.
• Paddle as One. |

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.