Consumer Relations Specialist I

About the role

The Consumer Relations Specialist I takes a lead role in handling consumer inquiries and disputes and working with 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.

Responsibilities

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

Pay

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.

Benefits

Regular full-time employees are eligible for benefits. 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.

• Grow: Opportunities for growth and compelling total rewards through high performance and meaningful work.
• Learn: Coaching, mentorship, and tools to develop your skills.
• Impact: Innovate with purpose and contribute to a culture of impact.
• Connect: Hybrid work environment that feels flexible, personal, and connected.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. We value diversity in backgrounds and perspectives and depend on it to drive our innovative culture.