• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers. • Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport • Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types. • Participate and assist in ongoing training to develop new skills and responsibilities • Help identify trends and areas of improvement including agent coaching, quality monitoring and product features • Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed • Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores. • Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues • Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities • Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

• Guide borrowers through the documentation process with clear communication and updates via phone, email, and text. • Review and analyze credit, income, and asset documentation for compliance. • Identify additional documentation needs and maintain file accuracy throughout approval. • Collaborate with Loan Officers, Underwriters, Closers, and third-party vendors for efficient loan processing. • Issue compliance disclosures accurately and within timelines. • Adapt quickly to new processes and priorities in a remote setting.

• Guide borrowers through the documentation process • Review and analyze credit, income, and asset documentation • Identify additional documentation needs and maintain file accuracy • Collaborate with Loan Officers, Underwriters, and third-party vendors • Issue compliance disclosures within required timelines • Embrace new processes and improve customer and employee experience

• Guide borrowers through the documentation process • Review and analyze credit, income, and asset documentation • Identify additional documentation needs and verify conditions • Collaborate with Loan Officers and Underwriters • Accurately issue compliance disclosures