Customer Advocacy Associate Job Jamestown area,New York USA,Customer Service/HelpDesk

Affirm’s Customer Advocacy and Retention (CAR) team sits within Customer Operations and houses our customer complaint experts
When customers share their challenging experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies
As we learn from and champion for our customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships
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 Bank Partners, Executive Leadership and other Internal Affirm teams
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 customers until these complaints are deemed resolved
Your job is not only to investigate, remediate, and address 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
Review, respond and investigate complaints received from Executives and other Internal Teams such as Investor Relations or Press as well as Bank Partners
Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
Communicate with Customers using email
Categorize and record all complaints with extreme attention to detail
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 work streams
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

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

Minimum 1 year experience in operations, customer support, social media management, communications or related fields
Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
Proactive thinker constantly seeking improvement opportunities in work
Team player with the ability to collaborate and be sensitive of others
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
Strong customer empathy and service level focus