Customer Operations Associate I

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