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.
At Affirm, our Customer & Fraud Operations (FrOps) team is growing rapidly! We have a network of external providers and internal teams that need a top rate Quality Assurance (QA) culture that can keep up.
Our FrOps Case Review Team sits within QA and our Shared Services Team. The FrOps Case review team is responsible for completing secondary case audits for agents located both internally and at our vendor locations to ensure that a high level of accuracy is maintained. The team is responsible for associated reporting and feedback being shared with a variety of key stakeholders such as Leadership and Vendor Management. As a key member of our FrOps Case Review Team, you will work with cross-functional partners such as Vendor Management, Process, Knowledge, Training and Compliance to drive awareness, programmatic insights and improvements.
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What You'll Do
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Provide direct supervision and professional development to a team of FrOps Case Review Team members in a hyper-growth environment
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Develop the team to navigate a high growth and evolving environment while ensuring an encouraging environment.
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Leverage quality monitoring data management system to compile and track performance at a team, individual and department and programmatic level
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Establish and maintain necessary programmatic performance and metrics reporting
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Analyze daily performance activities, utilizing multiple reporting systems and provide ongoing performance feedback
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Identify training deficiencies, agent performance gaps, trends and additional needs through performing various forms of monitoring
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Lead conversations, both written and verbal, with Operational leaders and external teams to drive programmatic improvements
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Perform analysis and provide an executive performance updates
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Develop action plans to reduce or eliminate root cause issues and improve operational performance
What we look for
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2+ years of experience in Fraud Operations
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2+ years of experience within people management or people leadership positions
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Ability to clearly communicate verbal and written feedback effectively
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Must have proven experience in the field of FrOps, Quality Assurance and/or Quality Management
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Focused, self-motivated and reliable with ability multi-task and work both in a team setting and independently
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Possesses a positive demeanor with excellent interpersonal skills and the ability to interact and build working relationships with all levels of the organization
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Ability to lead and work in a team environment, adapt to changing workload and circumstances effectively as well as respond to new information quickly
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Previous experience in the financial services industry a plus
Pay Grade - G
Equity Grade - 2
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
CAN base pay range per year: $80,000 - $100,000
#LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy for applicants within the United States, the EU Employee Notice Regarding Use of Personal Data (Poland) for applicants applying from Poland, the EU Employee Notice Regarding Use of Personal Data (Spain) for applicants applying from Spain, or the Affirm U.K. Limited Employee Notice Regarding Use of Personal Data for applicants applying from the United Kingdom, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.