Customer Advocacy Specialist I

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. As a Customer Advocacy Specialist I, you'll be empowered to solve complex complaints with exceptional empathy and product expertise while improving customer experience and driving resolution through collaboration with cross-functional partners.

Responsibilities

• Review, respond and investigate complaints submitted directly by customers
• Solve customer issues efficiently, effectively, and empathetically with emphasis on custom crafting written responses that DO NOT rely heavily on predetermined templates
• Communicate with customers using email, and when appropriate, phone
• Categorize and record all complaints with extreme attention to detail
• Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems
• Improve our resources and tools available for our customers to enable customer education and streamline service
• Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams
• Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

Skills

• Bachelor's Degree with 1+ years 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

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents.
• Generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• An employee stock purchase plan enabling you to buy shares of Affirm at a discount

Company Overview

Affirm is a financial technology services company that offers installment loans to consumers at the point of sale. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.affirm.com.

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