AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.
The Consumer Relations Specialist I 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, internal and external teams to ensure smooth inquiry 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 personal 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
Must have
Consumer-facing experience preferred
Ability to complete the FCRA Basic Certificate Program
BA/BS degree or equivalent work experience required
Location
Find out more about our locations by visiting our site.
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $21.30/hr - $26.10/hr base pay. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.
Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
