Customer Advocacy Associate, Affirm
CA$47-67k
Equity Grade - 1
More information about location
POS installment loans
Open for applications
POS installment loans
1001+ employees
Open for applications
CA$47-67k
Equity Grade - 1
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- 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
- 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
What the job involves
- As a Customer Advocacy Associate II, you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints filed with State and Federal Regulators.
- 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.
- The team works directly with Regulatory bodies until these complaints are deemed resolved. Your job is not only to investigate, remediate, and address Regulatory Complaints, but to help us learn as a company from each escalation, 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 a member of the Customer Advocacy and Retention (CAR) team
- Deliver an outstanding customer experience
- Review, respond and investigate complaints received directly from State and Federal Regulators
- Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
- Communicate with Regulators using email
- Categorize and record all complaints with extreme attention to detail
- Drive continuous improvement
- Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems
- Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams
- Grow your financial services expertise
- Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Boating over 15 million customers and 245,000+ merchants, the company offers flexible payback options, ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company benefits
- Spending wallets
- Supportive communities
- Remote-first workforce
- Generous time off
- Health benefits
- Mental healthcare
- Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- We offer 24 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & development
Company values
- People Come First
- No Fine Print
- It's On Us
- Simpler is Better
- Push the Envelope
Company HQ
Chinatown, San Francisco, CA
Articles
Leadership
Max Levchin
(CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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