Customer Operations Associate I

About the Role

The ideal candidate for this role is a highly motivated and organized individual with excellent communication skills and a strong attention to detail. You should be able to work independently and as part of a team, and be willing to learn and adapt to new situations and challenges. If you are passionate about providing excellent customer service and are interested in working in a fast-paced and dynamic environment, this role may be the perfect fit for you.

What You Will Do

• Resolve escalated customer inquiries via email and phone
• Utilize your in-depth knowledge of financial products and services to communicate, investigate, and resolve customer issues
• Participate 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
• Assist with ad-hoc projects as needed
• Manage schedules and email channels to drive higher productivity performance and quality scores
• Collaborate cross-functionally with other Affirm teams to analyze, assess, and resolve complex customer issues
• Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

What We Are Looking For

• 1-3 years of experience interacting with customers in an omnichannel environment
• Excellent verbal and written communication skills
• Ability to deliver high-quality work independently and/or virtually while remaining flexible in a fast-growth environment
• 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 teams
• Willingness to support operation functions on evenings, weekends, and public holidays

Nice to Have

• Experience within the financial industry
• Knowledge of Excel and other productivity software
• Certification in customer service or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a fast-growing and dynamic company
• Collaborative and supportive work environment
• Professional development opportunities
• Flexible work arrangements, including remote work options
• Access to the latest tools and technologies
• Recognition and rewards for outstanding performance

• Be sure to highlight your excellent communication skills and ability to work in a fast-paced environment in your application.
• Showcase your knowledge of financial products and services, and be prepared to provide examples of how you have utilized this knowledge in previous roles.
• Emphasize your ability to work independently and as part of a team, and provide examples of times when you have had to adapt to new situations and challenges.
• Make sure to proofread your application carefully, as attention to detail is crucial in this role.
• Be prepared to ask questions during the interview process, such as what a typical day in the role looks like and how the company approaches professional development.
• Consider creating a portfolio or examples of your work to demonstrate your skills and experience, such as customer service scripts or process improvement projects.