Customer Advocacy Specialist — Escalations & Resolution

Affirm; Pennsylvania; On-site; USD 53,000 - 73,000; Full time

Benefits offered by this job

Health insurance

Flexible Spending Wallets

Paid time off

Employee stock purchase plan

Job summary

Affirm is a remote-first company reinventing credit to offer honest, friendly terms. The Customer Advocacy Associate II on the CAR team investigates complex complaints, identifies root causes, and coordinates remediation with cross-functional partners to improve products and processes.

You will learn consumer finance policies and servicing processes, delivering fair outcomes and learning from each escalation to reduce risk and enhance customer trust.

Qualifications

• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
• Minimum 1 year experience in operations, customer support, social media management, or related fields.

Responsibilities

• Deliver an outstanding customer experience.
• Review, respond and investigate complaints from Executives and internal teams or Bank Partners.
• Solve customer issues efficiently, effectively, and empathetically with emphasis on quality and accuracy.
• Communicate with Customers using email.
• Categorize and record all complaints with attention to detail.
• Engage with cross-functional partners to spearhead remediation of thematic problems.
• Identify areas to improve procedures, processes, or tooling and lead project workstreams.
• Become a subject matter expert on current and emerging products and consumer finance policies and servicing processes.

Skills

Communication

Empathy

Writing

Cross-functional collaboration

Problem solving

Job description

Affirm is a remote-first company reinventing credit to offer honest, friendly terms. The Customer Advocacy Associate II on the CAR team investigates complex complaints, identifies root causes, and coordinates remediation with cross-functional partners to improve products and processes.

You will learn consumer finance policies and servicing processes, delivering fair outcomes and learning from each escalation to reduce risk and enhance customer trust.