Operations Specialist (Back Office)

Affirm aims to provide better financial products to improve the lives of consumers. We have grown since our inception and are looking for an Operations Specialist who will join us to scale the Operations team in our hyper-growth stage.  The Operations Specialist will resolve complex inquiries and process exception cases in an accurate and timely manner. This position will work alongside Affirm’s customer service team which handles general customer inquiries.  

What you'll do

  • Resolve escalated customer issues on a daily basis
  • Process check payments
  • Gather and evaluate evidence to resolve disputes and chargeback cases by working with consumers and merchants
  • Monitor and log dispute, chargeback and compliance related incidents to 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
  • Respond to defendant disputes as it relates to credit bureau reporting
  • Conduct real-time monitoring of social media channels to identify and address potential customer concerns
  • Assist with ad-hoc projects as necessary

What we look for

  • BA/BS degree
  • Experience in loan servicing and customer support, particularly in dispute and/or chargeback handling is a big plus
  • Knowledge of e-Oscar, SCRA, credit reporting and FCRA is a plus
  • Capable of accurate data entry / transaction processing
  • Effective verbal and written communication skills
  • Proactive thinker constantly seeking improvement opportunities in work
  • Team player with the ability to collaborate and be sensitive of others
  • Excellent listening and problem-solving skills with keen attention to detail and organizational skill
  • Ability to follow through on dynamic tasks that involve different aspects of the business and contending priorities

At Affirm we are using technology to re-imagine and re-build core parts of financial infrastructure to enable friendlier and more transparent financial products and services that improve lives.

We believe the financial industry is fundamentally broken. Not only is the core infrastructure built with technology from the 1970s, but there are a dwindling number of people who say "I trust my bank to look out for me". It doesn’t have to be this way, and it’s our mission to fix this problem.

We are based in San Francisco; founded by Max Levchin (founding CTO of PayPal), Jeff Kaditz (CDO DeNA/ngmoco), and Nathan Gettings (founding CTO of Palantir); and building a team of exceptionally talented people to join us on our mission.

Meet Some of Affirm's Employees

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Helen translates real-world customer problems into code, which in turn builds the services that Affirm offers customers. She also participates in advocating for young professionals in technology.

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Fabiola makes sure the Sales Team is engaged and motivated by working with Marketing and Sales Operations to ensure Affirm has the right monitoring in place. She also serves as a lead on the Diversity and Inclusion Council at Affirm.


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