Customer Advocacy Specialist I

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

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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