Customer Operations Associate I

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Affirm strives to be an honest and transparent financial company that is a leader in the Buy Now Pay Later industry. Affirm does this by giving consumers the financial flexibility without any hidden fees or compounding interest. Affirm seeks to provide better financial products to improve the lives of consumers and we are looking for an Operations Associate who will join our team to humbly serve our customers. As part of our Customer Operations team, Operations Associates ensure timely and accurate resolution of complex customer inquiries through omni-channel communication, and partner with cross-functional teams to implement new systems and products. Our ideal candidate is ready to learn and develop their career as a part of a dynamic and collaborative team. What you’ll do

• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers. 

• Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport

• Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types.

• Participate and assist in ongoing training to develop new skills and responsibilities

• Help identify trends and areas of improvement including agent coaching, quality monitoring and product features

• Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed

• Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores.

• Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues

• Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities

• Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

What we look for

• Willingness to support operation functions on evenings, weekends and public holidays

• Excellent verbal and written communication skills

• Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment

• 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc) 

• Experience within the financial industry is a plus

• Sound judgment and proactive problem solving skills

• Ability to apply analytical thinking in decision making with keen organizational skills and attention to detail

• Team player with an interest in collaborating with and learning from cross-functional partners

• Strong follow-through and ability to manage competing priorities

• Mac (iOS) and Google Workspace (formerly G Suite) knowledge a plus 

• Comfortable with working with Key Performance Indicators (KPIs) to assess and drive performance

Pay Grade - B Equity Grade - 1 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) CAN base pay range per year: $39,000 - $59,000 CAD Please note that visa sponsorship is not available for this position.

This posting is for an existing vacancy. #LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: 

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents 
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

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