Remote Customer Advocacy Associate II - Resolution Expert

Affirm; Las Vegas (NV); On-site; USD 53,000 - 80,000; Full time

Job summary

Affirm is seeking a Customer Advocacy Associate II to act as the Voice of affirm, solving complex complaints with empathy and product knowledge for bank partners and internal teams.

You will investigate, remediate, and address complaints, driving root-cause analysis and learning to improve customer trust and operations at scale, while collaborating with 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 both in terms of 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 constantly seeking improvement opportunities in work
• Team player with the ability to collaborate and be sensitive of others

Responsibilities

• Deliver an outstanding customer experience
• 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
• Drive continuous improvement
• 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

Skills

Communication

Writing skills

Empathy

Problem solving

Resilience

Teamwork

Job description

Affirm is seeking a Customer Advocacy Associate II to act as the Voice of affirm, solving complex complaints with empathy and product knowledge for bank partners and internal teams.

You will investigate, remediate, and address complaints, driving root-cause analysis and learning to improve customer trust and operations at scale, while collaborating with Compliance, Legal, Risk, Product and Communications.