Service Delivery Experience & Insights Specialist, Affirm
CA$63-83k
+ ESPP
POS installment loans
Job no longer available
POS installment loans
1001+ employees
Job no longer available
CA$63-83k
+ ESPP
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience in customer operations, business analysis, or compliance
- Strong data analysis skills with experience using Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma)
- Experience working in customer service, fraud operations, or financial operations within a high-growth or fintech environment
- Experience defining requirements and using data and metrics to draw business insights
- Proficiency in CRM systems, case management tools, and reporting software
- Ability to work effectively in fast-paced and evolving environment
- Ability to synthesize large datasets and extract meaningful insights
Desirable
- Experience in the fintech, technology, or energy industry
- Knowledge of regulatory compliance in customer operations (e.g., consumer protection laws, fraud prevention)
- Prior experience in process automation and operational strategy
What the job involves
- As a Service Delivery Experience & Insights Specialist II, you will be responsible for overseeing the entire lifecycle of cases, ensuring compliance with service level agreements (SLAs) and driving continuous improvement within our Service Delivery department
- This role is integral to real-time business performance management as well as compliance with established regulatory requirements, as you’ll partner with cross-functional teams to monitor, track, and resolve customer cases
- You will provide insights from data analysis, develop actionable recommendations, and collaborate closely with key partners such as Vendor Management, Quality Assurance, Training, Process, and Planning teams
- Operational & Case Management:
- Oversee the end-to-end lifecycle of customer cases, ensuring resolution efficiency, accuracy, and quality
- Monitor case queues, track aged cases, and ensure SLA compliance through proactive interventions
- Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively
- Perform root cause analysis (RCA) on escalations and drive corrective action
- Data Analysis & Business Insights:
- Compile weekly executive summary and key performance indicator reports
- Utilize quantitative and qualitative data to identify trends, performance gaps, and areas for improvement
- Create dashboards and custom reports to track KPIs related to customer operations, fraud, and business performance
- Provide executive-level summaries on key performance metrics, operational trends, and process enhancements
- Distill insights from case audits and trend analysis to recommend operational changes
- Process Improvement & Compliance:
- Partner with key stakeholders to implement process enhancements aimed at improving customer and business outcomes
- Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency
- Ensure compliance with regulatory requirements by identifying gaps and collaborating with risk and compliance teams
- Lead initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness
- Support the development, documentation, and implementation of new policies and procedures
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.
Boasting over 21M consumers and 337,000+ 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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