Process Design Specialist at Affirm

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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, Inc. proudly includes Affirm, PayBright, and Returnly.
Affirm's Process Excellence team sits within our Operations Operational Excellence team. This team is responsible for 4 core areas:
  • Improve existing Operational processes across servicing and collections to positively impact agent and customer experience with an emphasis on efficiency and reduced operational risk
  • Use subject matter expertise to build and drive new business processes in response to business growth and change
  • Execute projects in a timely fashion driving cross functional awareness and operational readiness
  • Maintain detailed and up to date documentation that clearly represents Affirm's servicing model and business rules

As the Process Specialist, Operations, you will be responsible for representing our Customer facing teams in key projects and initiatives by defining the business requirements for new tools or systems and providing business knowledge during the course of the initiative. In addition, this role is key in improving the processes and workflows that add value to our agents/specialists, improve quality and eliminate waste. There will be a heavy focus on ensuring our teams understand the changes being implemented from each initiative as well as feel ready and confident to incorporate them. You will also partner with internal Operations lines of business to provide feedback and coaching. This team has the critical role of continuously improving the knowledge of Affirm's customer-facing teams and directly responsible for how these teams learn, retain, and access new information.
You must have an eye for detail and the ability to lead multiple projects and initiatives. In partnership with the team, you will optimize processes and build robust policies and programs to ensure adherence to regulatory and compliance requirements. You thrive in a fast-paced & ambiguous environment with constant change and a rapidly growing team.
What You'll Do:
  • Develop policies that are streamlined, engaging and help our business and teams meet compliance and regulatory obligations.
  • Act as the SME and single point of contact for projects and programs by being a key member of the working groups to inform the design, processes and configurations of systems or tools utilized by Customer Care, Collections and Operations Specialists.
  • Collaborate with program delivery teams and the business to identify current gaps and opportunities to enhance the customer and agent experience.
  • Design, implement and improve operational processes and workflows for the most efficient and effective servicing experience.
  • Lead process improvement initiatives in order to enable Customer Ops teams to deliver best in class customer experience.
  • Develop a framework for requirements gathering, properly assess changes needed to close gaps, refine processes, increase efficiency and quality, enhance systems and/or increase customer/agent satisfaction.
  • Drive the execution of process requirements related to pivotal initiatives and foundational improvements.

What We Look For:
  • Hands on experience in an operations environment doing documentation, technical writing, training development, and delivery & project management
  • Strong experience in policy drafting, preferably from the financial services sector
  • Excellent listening and problem-solving skills with keen attention to detail and organizational skills
  • Proactive thinking, constantly seeking improvement opportunities in work
  • Excellent verbal and written communication skills, including writing documentation, training content development, and presentations
  • Prior experience working in financial services, fintech space or complex operational or customer support role a plus
  • Willing to travel (up to 20%)

Location - Remote U.S.
Grade - USA26
Please note that visa sponsorship is not available for this position.
Affirm is proud to be a remote-first company ! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado's Equal Pay for Equal Work Act , the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here .
If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways-not just candidates who check all the boxes.
At Affirm, People Come First is one of our core values, and that's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report .
We also 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.
By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy , or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.
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Technology we use

  • Engineering
    • JavascriptLanguages
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    • SwiftLanguages


Affirm is a remote-first company! Our brick and mortar offices remain operational and accessible for anyone to use on a voluntary basis.

What are Affirm Perks + Benefits

Affirm Benefits Overview

Attracting great people starts by finding talent in different places. That's why we built remote work into the DNA of how we do business—but if an office space is more your style, we have offices in Chicago, New York City, Pittsburgh, Salt Lake City, San Francisco, and Toronto.

Affirm’s benefits are made for you. Spending wallets provide access to food, lifestyle, technology, and family planning wallets for your expenses. If your role is remote, you can set up shop anywhere in your home country. Generous time off enables you to take the time you need when life happens. Health benefits that include vision, dental, and mental health programs. We have a simple, flexible and transparent remote-first compensation structure so you can make the best decisions for yourself and your family. Our parental leave policy includes 18 weeks’ paid leave for birth and non-birth parents, and a 4-week return-to-work transition program, at full base pay. We also offer 24 company-wide paid days off (on top of our generous time off policy) which help our teams collectively pause to recharge.

Volunteer in local community
Partners with Nonprofits
Affirm Cares is a 501(C)3 employee foundation dedicated to supporting nonprofit causes in our communities.
Friends outside of work
Eat lunch together
Intracompany committees
Our Diversity and Inclusion Council is comprised of Affirmers from across all organizations and levels working together to build towards a more diverse and inclusive workforce.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Affirm supports paid parental leave for periods of disability and for baby bonding.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Affirm provides leaves of absences for eligible employees under the federal Family and Medical Leave Act (FMLA) and California Family Rights Act (CFRA).
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Pushing the envelope together: Diversity, Equity, and Inclusion (DEI) in 2020

Diversity, equity, and inclusion are integral to the cultural fabric of Affirm. We’re dedicated to making improvements and sharing our learnings with the broader community. While we’re proud of our progress, we recognize the work still needed to be done. People Come First is not just a value at Affirm, it drives the work we do everyday and we look forward to continuing the work around us.

View Affirm's 2020 U.S. Diversity, Equity, and Inclusion report here:

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