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.ResponsibilitiesReview, respond and investigate complaints submitted directly by customersSolve customer issues efficiently, effectively, and empathetically with emphasis on custom crafting written responses that DO NOT rely heavily on predetermined templatesCommunicate with customers using email, and when appropriate, phoneCategorize and record all complaints with extreme attention to detailEngage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problemsImprove our resources and tools available for our customers to enable customer education and streamline serviceIdentify areas of opportunity to improve procedures, processes, or tooling and lead project workstreamsBecome a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirementsSkillsBachelor's Degree with 1+ years experience in operations, customer support, social media management, communications or related fieldsExceptional communication and writing skills with attention to detail, grammar, brand tone, and voiceAn eagerness to think outside the box both in terms of solutions to complex complaints and process improvementResiliency with ability to bounce back from challenging interactions and manage through complexity and uncertaintyStrong customer empathy and service level focusProactive thinker constantly seeking improvement opportunities in workTeam player with the ability to collaborate and be sensitive of othersBenefits100% subsidized medical coverage, dental and vision for you and your dependents.Generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expensesCompetitive vacation and holiday schedules allowing you to take time off to rest and rechargeAn employee stock purchase plan enabling you to buy shares of Affirm at a discountCompany OverviewAffirm 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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