Customer Advocacy Associate II

This is a fully remote position, open to applicants in United States.

📋 Description

• Review and investigate complaints received from Executives, Internal Teams, and Bank Partners, providing timely responses.

• Efficiently and empathetically resolve customer issues, ensuring a focus on quality, accuracy, and thoroughness.

• Engage with customers through email communications.

• Meticulously categorize and document complaints with a keen attention to detail.

• Work collaboratively with Compliance, Legal, Risk, Product, Communications, and other cross-functional teams to address and rectify recurring issues.

• Identify and lead initiatives to enhance procedures, processes, or tools, spearheading project workstreams.

• Cultivate expertise in both current and emerging products, consumer finance regulations, servicing processes, and compliance requirements.

• Investigate, address, and resolve complex complaints while pinpointing company-wide enhancements to customer trust and operational efficiency.

⛳️ Requirements

• At least 1 year of experience in operations, customer support, social media management, communications, or related fields.

• Outstanding communication and writing abilities, with a strong focus on detail, grammar, brand tone, and voice.

• Capability to think creatively when addressing complex complaints and improving processes.

• Resilience and the capacity to handle challenging interactions, complexities, and uncertainties.

• Strong empathy for customers and a focus on service-level excellence.

• A proactive mindset towards identifying opportunities for improvement.

• Ability to effectively collaborate as a team player.

• Visa sponsorship is not available for this position.

🏝️ Benefits

• Equity rewards may be part of the total compensation package.

• Monthly stipends for health, wellness, and technology expenses.

• Comprehensive medical coverage for employees and their dependents at no cost.

• Dental and vision insurance provided for employees and their dependents.

• Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family planning expenses.

• Competitive vacation and holiday time off schedules.

• Employee stock purchase plan (ESPP) allowing employees to buy shares in Affirm at a discounted rate.

• Reasonable accommodations offered during the hiring process.