Associate Consumer Relations Specialist

Description

Hi, We're AppFolio

We're innovators, changemakers, and collaborators. We're more than just a software company - we're pioneers in cloud and AI who deliver magical experiences that make our customers' lives easier. We're revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

The Associate Consumer Relations Specialist takes a lead role in handling consumer inquiries and disputes and working with our partners to resolve issues with screening reports.

Ideal candidates have a passion for customer satisfaction, an affinity for detail, a record of independent action and excellent judgment, and an understanding of the importance and impact of working in a highly regulated environment.

Your impact

Play a lead consumer-facing role - answer phones, emails, and case requests as the first line of contact for consumer requests. Assist the consumer by providing an empathetic and helpful response, representing AppFolio professionally.
Understand and comply with all relevant laws and regulations related to the background screening industry and AppFolio's screening business.
Prioritize cases as necessary; effectively manage a full caseload and queue.
Meet all timelines and compliance requirements.
Develop and build relationships with partners and internal teams to ensure smooth dispute processes.
Liaise closely with team members (both direct and broader) to build strong internal relationships and broaden the knowledge base.
Ensure the confidentiality and privacy of personally identifiable information.
Assist in the development of policies and procedures.
Gain detailed knowledge of AppFolio's screening product and a basic understanding of the broader product.
Exemplify and represent AppFolio's values and initiatives.
Lean into challenges; act as a positive and constructive influencer and team member.

Qualifications

Exceptional customer service and ability to handle difficult conversations, both internally and externally, in a graceful, courteous, and constructive manner.
Ability to work in a highly regulated environment and maintain compliance.
Excellent written and verbal communication skills; a meticulous eye for detail and proofreading.
Ability to work with flexibility and agility in a fast-paced environment while keeping a positive and curious attitude.
Proven ability to handle multiple concurrent projects and complete tasks on time with precision, using independent judgment to accomplish goals.
Ability to follow through on tasks until completed.
Spanish speaking desirable.

Must-Haves

Consumer-facing experience preferred.
Ability to complete the FCRA Basic Certificate Program.
BA/BS degree or equivalent work experience required.

Compensation & Benefits

The hourly wage that we reasonably expect to pay for this role is $19.70 - $24.10 per hour.

The actual hourly wage for this role will be determined by a variety of factors, including but not limited to the candidate's skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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Why AppFolio

Grow

We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn

We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact

We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect

We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That's why we're a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you're always welcome at AppFolio.
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