Customer Operations Associate I
A
AffirmFinancial
Remote CanadaFull-TimeJunior
Salary39,000 - 59,000 CAD per year
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Job Details
- Experience
- 1-3 years required experience
- Required Skills
- CollaborationAttention to detailOrganizational skillsProblem-solving skillsQuality AssuranceAnalytical thinkingGoogle Workspace
Requirements
- 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
Responsibilities
- 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
- Initiate document creation, including meeting minutes, N-Pagers, and procedural updates
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