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