Customer Advocacy Associate

Affirm; New York (NY); Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Remote-first compensation

Spending Wallets

Mental Healthcare

Parental Leave (18 weeks)

Away Days

Learning & Development

Health Benefits

Generous Time Off

Job summary

Affirm's Customer Advocacy and Retention (CAR) team handles complex complaints and champions for customers to improve experiences and repair relationships. As a Customer Advocacy Associate II, you will investigate, remediate, and address issues with empathy, using product expertise to resolve matters filed with Bank Partners, Executives, and internal teams.

You will collaborate with Compliance, Legal, Risk, Product and Communications to identify root causes, remedy options, and scalable

Qualifications

• Minimum 1 year experience in operations, customer support, social media management, communications or related fields.
• Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty.
• Proactive thinker seeking improvement opportunities in work and processes.
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.

Responsibilities

• Review, respond and investigate complaints from Executives and internal teams such as Investor Relations or Press as well as Bank Partners.
• Communicate with Customers using email and document all interactions with precision.
• Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to lead remediation of thematic problems.
• Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.
• Grow your financial services expertise and become a subject matter expert on products, policies, and servicing processes.

Skills

Customer empathy

Communication skills

Writing skills

Relationship management

Problem solving

Team player

Attention to detail

Job description

• 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 Associate II, you’ll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints filed with Bank Partners, Executive Leadership and other Internal Affirm teams
• 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
• The team works directly with customers until these complaints are deemed resolved
• Your job is not only to investigate, remediate, and address complaints, but to help us learn as a company from each escalation, 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 a member of the Customer Advocacy and Retention (CAR) team
• Review, respond and investigate complaints received from Executives and other Internal Teams such as Investor Relations or Press as well as Bank Partners
• Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
• Communicate with Customers using email
• 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
• 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

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth

• Minimum 1 year experience in operations, customer support, social media management, communications or related fields
• Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
• An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
• Proactive thinker constantly seeking improvement opportunities in work
• Team player with the ability to collaborate and be sensitive of others
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
• Strong customer empathy and service level focus