Customer Operations Associate I

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