Consumer Relations Specialist I

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.