Customer Advocacy & Resolution Specialist II

Affirm; Miami (FL); On-site; USD 53,000 - 73,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP

Job summary

Affirm is a remote-first company hiring for a Customer Advocacy Associate II in the United States. You will investigate, remediate, and address complex customer complaints filed with bank partners and executive teams, driving fair outcomes and learning from escalations to improve processes.

The role emphasizes empathy, accuracy, and cross-functional collaboration across Compliance, Legal, Risk, Product, and Communications.

Qualifications

• 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 for complex complaints and process improvement.

Responsibilities

• Deliver an outstanding customer experience.
• Review, respond and investigate complaints 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 emphasis on quality, accuracy, and thoroughness.
• Communicate with Customers using email.
• Categorize and record all complaints with extreme attention to detail.
• Drive continuous improvement.
• Engage with cross functional partners 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 products, consumer finance policies and servicing processes.

Skills

Customer support

Written communication

Empathy

Problem solving

Teamwork

Job description

Affirm is a remote-first company hiring for a Customer Advocacy Associate II in the United States. You will investigate, remediate, and address complex customer complaints filed with bank partners and executive teams, driving fair outcomes and learning from escalations to improve processes.

The role emphasizes empathy, accuracy, and cross-functional collaboration across Compliance, Legal, Risk, Product, and Communications.