Remote-First Customer Advocacy Specialist II

Affirm; Houston (TX); On-site; USD 53,000 - 80,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Tech and wellness stipends

Flexible time off

Job summary

Affirm is seeking a Customer Advocacy Associate II to act as the Voice of affirm, using empathy and product knowledge to resolve complex complaints filed with Bank Partners and internal teams.

You will coordinate with Compliance, Legal, Risk, Product, and Communications to identify root causes and determine solutions to drive timely resolution, while learning from escalations to improve customer experience.

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 and process improvement.
• Resiliency to manage challenging interactions and uncertainty.

Responsibilities

• Deliver an outstanding customer experience.
• Review, respond and investigate complaints from Executives and other internal teams and bank partners.
• Solve issues efficiently, accurately and with empathy.
• Communicate with customers via email.
• Categorize and record all complaints with attention to detail.
• Drive continuous improvement and remediation with cross functional partners.

Skills

Communication skills

Writing skills

Empathy

Resilience

Problem solving

Team player

Proactive thinking

Operations experience

Job description

Affirm is seeking a Customer Advocacy Associate II to act as the Voice of affirm, using empathy and product knowledge to resolve complex complaints filed with Bank Partners and internal teams.

You will coordinate with Compliance, Legal, Risk, Product, and Communications to identify root causes and determine solutions to drive timely resolution, while learning from escalations to improve customer experience.