Service Delivery Experience & Insights Specialist II

Affirm is seeking a Service Delivery Experience & Insights Specialist II to oversee the lifecycle of customer cases and drive continuous improvement. This role involves real-time business performance management and compliance with regulatory requirements. The specialist will partner with cross-functional teams to monitor, track, and resolve customer cases, providing insights from data analysis and actionable recommendations.

Role Involves:
• Overseeing the end-to-end lifecycle of customer cases
• Monitoring case queues and ensuring SLA compliance
• Performing root cause analysis on escalations
• Compiling weekly executive summary and KPI reports
• Creating dashboards and custom reports
• Implementing process enhancements
• Ensuring compliance with regulatory requirements

Requirements:

• Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience
• Strong data analysis skills with experience using Excel, SQL, or BI tools
• Experience in customer service, fraud operations, or financial operations
• Experience defining requirements and using data and metrics to draw business insights
• Proficiency in CRM systems, case management tools, and reporting software
• Ability to work effectively in a fast-paced environment

Affirm Offers:

• Competitive benefits package
• Health care coverage (100% subsidized)
• Flexible Spending Wallets
• Competitive vacation and holiday schedules
• Employee stock purchase plan