Customer Advocacy Associate II

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $53k - $73k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Affirm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

📋 Description

• Review, respond to, and investigate complaints received from Executives, Internal Teams, and Bank Partners • Resolve customer issues efficiently, effectively, and empathetically, emphasizing quality, accuracy, and thoroughness • Communicate with customers via email • Categorize and record complaints with extreme attention to detail • Collaborate with Compliance, Legal, Risk, Product, Communications, and other cross-functional partners to remediate thematic problems • Identify opportunities to improve procedures, processes, or tooling and lead project workstreams • Develop subject matter expertise in current and emerging products, consumer finance policies, servicing processes, and regulatory requirements • Investigate, remediate, and address complex complaints while identifying company-wide improvements to customer trust and operations

🎯 Requirements

• Minimum 1 year 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 • Ability to think outside the box when solving complex complaints and improving processes • Resiliency and ability to manage challenging interactions, complexity, and uncertainty • Strong customer empathy and service-level focus • Proactive approach to identifying improvement opportunities • Ability to collaborate effectively as a team player • Visa sponsorship is not available for this position

🏖️ Benefits

• Equity rewards may be included in total compensation • Monthly stipends for health, wellness, and tech spending • 100% subsidized medical coverage for employees and dependents • Dental and vision coverage for employees and dependents • Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family forming expenses • Competitive vacation and holiday schedules • Employee stock purchase plan (ESPP) enabling employees to buy Affirm shares at a discount • Reasonable accommodations during the hiring process