Customer Operations Associate I
New
A
AffirmFinancial services
Remote USFull-TimeEntry
SalaryUSA base pay range (CA, WA, NY, NJ, CT) per year: $50,000 - $70,000; USA base pay range (all other U.S. states) per year: $44,000 - $64,000
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Job Details
- Languages
- Proficient in both English and French
- Experience
- 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
- Required Skills
- Problem SolvingGoogle WorkspaceAnalytical thinking
Requirements
- Have 1–3 years of experience interacting with customers in an omnichannel environment, such as phone, email, or chat.
- Be proficient in both English and French.
- Be willing to support operations on evenings, weekends, and public holidays.
- Deliver high-quality work independently and/or virtually while remaining flexible.
- Apply sound judgment, proactive problem-solving, and analytical thinking.
- Bring organizational skills, attention to detail, and the ability to manage competing priorities.
- Be comfortable using key performance indicators (KPIs) to assess and drive performance.
- Experience in the financial industry is a plus.
- Mac (iOS) and Google Workspace knowledge is a plus.
Responsibilities
- Resolve escalated customer inquiries, primarily by email, with occasional phone support.
- Use product and financial knowledge to investigate and resolve a range of customer issues.
- Maintain professionalism and strong quality assurance scores while building positive customer rapport.
- Manage schedules and email channels independently to support productivity and quality.
- Identify trends and opportunities for improvement in agent coaching, quality monitoring, and product features.
- Participate in the incubation of new products and features and assist with ad hoc projects.
- Collaborate with cross-functional teams to assess and resolve complex customer issues.
- Create documents, including meeting minutes, N-Pagers, and procedural updates.
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