Remote Customer Advocacy & Resolution Specialist II

Affirm; Atlanta (GA); On-site; USD 53,000 - 80,000; Full time

Benefits offered by this job

Health coverage

Flexible Spending Wallets

Time off

Employee stock purchase plan

Job summary

Affirm is a remote-first company seeking a Customer Advocacy Associate II to champion customer voices and resolve complex complaints across Bank Partners and internal teams. You’ll investigate, remediate, and address issues while learning from escalations to improve overall products and processes.

You will collaborate with Compliance, Legal, Risk, Product, and Communications to drive remediation and scale improvements.

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.
• Ability to think outside the box for complex complaints and process improvements.
• Resilience to handle challenging interactions and uncertainty.
• Strong customer empathy and service focus.
• Proactive mindset with continual improvement mindset.

Responsibilities

• Deliver an outstanding customer experience.
• Review, respond and investigate complaints from Executives and internal teams and Bank Partners.
• Solve customer issues efficiently, accurately, and empathetically with emphasis on quality.
• Communicate with Customers using email.
• Categorize and record all complaints with high attention to detail.
• Drive continuous improvement across processes and tooling.
• Collaborate with Compliance, Legal, Risk, Product, Communications to remediate themes.
• Identify opportunities to improve procedures and lead project workstreams.
• Develop financial services knowledge and be a subject matter expert on products and policies.

Skills

Communication skills

Writing skills

Empathy

Problem solving

Attention to detail

Team player

Job description

Affirm is a remote-first company seeking a Customer Advocacy Associate II to champion customer voices and resolve complex complaints across Bank Partners and internal teams. You’ll investigate, remediate, and address issues while learning from escalations to improve overall products and processes.

You will collaborate with Compliance, Legal, Risk, Product, and Communications to drive remediation and scale improvements.