Remote Customer Advocacy & Resolution Specialist II

Affirm; Portland (OR); On-site; USD 53,000 - 73,000; Full time

Benefits offered by this job

Health care coverage

Flexible Spending Wallets

Time off

ESPP - employee stock purchase plan

Job summary

Affirm is a remote-first company seeking a Customer Advocacy Associate II to act as the Voice of affirm, deeply understanding complaints, and guiding remediation with empathy and product knowledge. You will work with executives, bank partners, and internal teams to determine root causes and fair resolutions while learning from each escalation.

The role emphasizes improving customer trust and operational scale.

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

Exceptional communication

Writing skills

Attention to detail

Brand tone & voice

Outside-the-box thinking

Customer empathy

Proactive thinking

Team player

Job description

Affirm is a remote-first company seeking a Customer Advocacy Associate II to act as the Voice of affirm, deeply understanding complaints, and guiding remediation with empathy and product knowledge. You will work with executives, bank partners, and internal teams to determine root causes and fair resolutions while learning from each escalation.

The role emphasizes improving customer trust and operational scale.