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Title: Consumer Relations Specialist

Location: US National

Remote, United States

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

The 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.

We love where we work, and you can, too.

What You’ll Do

• 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

What We’re Looking For

• 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

• 1+ years related professional experience (e.g., consumer-facing experience)
• 1+ years of SalesForce-related experience
• 1+ years of phone answering software experience (Example; Contivio, Dial Pad, or Momentum)
• Ability to complete the FCRA Basic Certificate Program
• BA/BS degree or equivalent work experience required

Compensation & Benefits

The base hourly wage that we reasonably expect to pay for this role is: $21.00-$26.00 The actual base salary/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 including but not limited to:

• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• 401(k)
• Wellness benefits

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• Medical
• 401(k)
• Wellness benefits