Customer Operations Associate I

About This RoleAI processing…

Key Responsibilities

• 1
  Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers.
• 2
  Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport
• 3
  Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types.
• 4
  Participate and assist in ongoing training to develop new skills and responsibilities
• 5
  Help identify trends and areas of improvement including agent coaching, quality monitoring and product features
• 6
  Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed
• 7
  Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores.
• 8
  Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues
• 9
  Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities
• 10
  Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

Requirements

• 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
• Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
• By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Perks & Benefits