Customer Advocacy Specialist II — Remote

Affirm; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly spending stipends for tech and

Flexible time off and holidays

Employee stock purchase plan (ESPP)

Job summary

Affirm is seeking a Customer Advocacy Associate II to act as the Voice of affirm, addressing complex complaints from bank partners and executives with empathy and product expertise. You will collaborate across Compliance, Legal, Risk, Product, and Communications to identify root causes and remediate issues, driving improvements in customer trust and operational efficiency.

You will investigate, remediate, and address escalations while learning about consumer finance policies and servicing

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 solutions to complex complaints and process improvement.
• Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty.
• Strong customer empathy and service level focus.
• Proactive thinker seeking improvement opportunities in work.
• Team player with collaboration and sensitivity to others

Responsibilities

• Deliver an outstanding customer experience.
• Review, respond and investigate complaints from Executives and internal teams 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 across processes and tools.
• Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications) to remediate 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 current products and policies.
• Work with customers until complaints are deemed resolved.

Skills

Customer empathy

Written communication

Problem solving

Process improvement

Job description

Affirm is seeking a Customer Advocacy Associate II to act as the Voice of affirm, addressing complex complaints from bank partners and executives with empathy and product expertise. You will collaborate across Compliance, Legal, Risk, Product, and Communications to identify root causes and remediate issues, driving improvements in customer trust and operational efficiency.

You will investigate, remediate, and address escalations while learning about consumer finance policies and servicing