Customer Advocacy Specialist I

About the job

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.

Affirm’s Customer Advocacy and Retention (CAR) team sits within Customer Operations and houses our customer complaint experts. When customers share their challenging experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for our customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.

As a Customer Advocacy Specialist I, you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options to remedy the issues and determine the appropriate solutions to drive resolution. Your job is not only to help customers with the issues they encounter, but to help us learn as a company from each interaction, so we can make using our products as seamless as possible. See an opportunity to improve customer trust or our team's operations at scale? You'll drive this as the Voice of the Customer.

What You'll Do

• 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 What We Look For

• 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