Remote Customer Advocacy Specialist II

Affirm; Baltimore (MD); On-site; USD 53,000 - 73,000; Full time

Benefits offered by this job

Health coverage

FSA Wallets

Paid time off

Employee stock purchase plan

Job summary

Affirm is a remote-first fintech company reinventing credit to be fair and transparent. The Customer Advocacy and Retention (CAR) team handles escalated complaints and partners with internal teams to drive fair outcomes and trust.

As a Customer Advocacy Associate II, you will investigate, remediate, and address complex complaints from Bank Partners and executives, while collaborating across Compliance, Legal, Risk, Product, and Communications to identify root causes and improve products and

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

Customer advocacy

Communication

Empathy

Attention to detail

Problem solving

Job description

Affirm is a remote-first fintech company reinventing credit to be fair and transparent. The Customer Advocacy and Retention (CAR) team handles escalated complaints and partners with internal teams to drive fair outcomes and trust.

As a Customer Advocacy Associate II, you will investigate, remediate, and address complex complaints from Bank Partners and executives, while collaborating across Compliance, Legal, Risk, Product, and Communications to identify root causes and improve products and