Customer Operations Associate at Affirm
Pittsburgh, PA, US

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. 

Affirm seeks to provide better financial products to improve the lives of consumers. As we continue to grow our Pittsburgh Office, 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 phone call and email daily
  • Maintain current customer account details to ensure security
  • Work with consumers and merchants to gather and evaluate evidence to resolve escalated disputes and chargeback cases via phone and email
  • Monitor and process compliance related escalations (SCRA, bankruptcy, deceased, etc.) in adherence with regulatory guidelines
  • Respond to customer disputes relating to credit bureau reporting
  • 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
  • Collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues
  • Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed

What We Look For

  • BA/BS degree or equivalent relevant experience
  • Willingness to support operation functions on evenings, weekends and public holidays
  • Effective verbal and written communication skills
  • Capable of delivering high quality work while remaining flexible in a fast-growth environment
  • Experience interacting with customers in an omni-channel environment (phone, email, chat, etc) is a plus
  • Proactive problem solver constantly striving for creative solutions and improvement by testing new ideas and methods
  • 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