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

Customer Operations Associate I

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Affirm

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