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.
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 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
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
