Customer Advocacy Associate, Affirm
CA$47-67k
Equity Grade - 1
More information about location
Buy-now-pay-later card for online and in-store
Job no longer available
Buy-now-pay-later card for online and in-store
1001+ employees
Job no longer available
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.
Serving over 21 million consumers and over 300,000 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
-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
- Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
- Supportive Communities: Get involved with our employee resource groups and community groups
- Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
- Generous Time Off: Take the time you need when life happens
- Health Benefits: Get a plan that fits your needs
- Mental Healthcare: Take care of your mind with great mental health programs
- Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & Development: Engage in exciting learning programs to level up your growth
Company HQ
Chinatown, San Francisco, CA
Leadership
Max Levchin
(Co-Founder & 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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