Case Classification
Customers can’t change the amount of the down payment. They must make the stated down payment in order to secure the loan.
VFO.SBS - Payment Question (UK)
Why don’t you accept credit cards?
Similar to paying off a credit card, mortgage or other type of loan with other lenders, Affirm does not accept credit cards to pay off Affirm loans.
QUALITY 365
TARGET: 80%
We're a team of individuals who want to win and we commit endlessly to this outcome. We win for our Goslings, our clients, and our shared customers - ensuring we're the sharpest flying V in the sky.
Never Satisfied
This is where we communicate
Rocket Chat
Since a loan will become overdue if Affirm reverses a payment made before a deferral period, Affirm must have verbal confirmation from the customer that they understand the implications prior to completing the reversal
VFO.SBS - Reverse Payment (UK)
Affirm can't approve the loan you requested because records indicate you have filed for bankruptcy.
Unfortunately users with recent bankruptcies are generally not able to be approved for an Affirm loan.
KPI 3: OHT 0-30
TARGET: 0:11:30
To get better, we must constantly crave to learn. We set regular goals for our professional development, hold ourselves accountable to these goals, and ensure our flock is always flying to new heights.
Able to Grow, Eager
this is where you can see your running scores
dashboard
When a UK customer adds a new bank account for direct debits, they are required to issue a Direct Debit Mandate (DDM) prior to making payments. The status of this mandate cannot be updated manually by agents, if a customer makes any changes to the status of this mandate (i.e. customer cancels it and it becomes inactive), agents will delete the DDM. When a customer reaches out to an agent to update their payment method and add a new DDM, the DDM needs to be explained and the “ DDM Guarantee” script needs to be provided to the customer prior to creating a new mandate.
VFO.SBS - Add/Remove Payment Instrument (UK)
Affirm can't approve the loan you requested because you have an existing loan with Affirm and your payment is overdue.
It looks like you could not complete your transaction today because you have a past due bill on your account.
Would you like to take care of it right away and make a payment over the phone?
Late payments may affect our ability to approve you for financing in the future. To ensure your bills are always paid on time, I recommend scheduling automatic payments by logging in to your Affirm account.
KPI 3: OHT 91-180
TARGET: 0:10:30
For our business to survive and thrive, we all need to get better. That means every flapping set of wings, every chiming honk, and every single Gosling is getting better and helping others achieve the same.
Make Others Better
this is the most important tools, you shouldn't forget me
Sprout
Interest on your loan begins accruing on a daily basis as soon as the merchant processes your loan
VFO.ST - About Affirm (UK)
Can I make payments when traveling internationally?
We understand that you wish to pay your Affirm bill from abroad. Unfortunately, we are only able to send security PINs via text message to your mobile phone at this time.
As a speedier alternative, you may submit payment over the phone - it's fast, easy and free! We can process your payment over the phone at 800 014 8879. We look forward to assisting you with your payment.
KPI 2 - COMPLIANCE COUNT 91-180
TARGET: <1
We know 'old factory thinking' doesn't win races, so we innovate to build a better mouse trap - or pigeon trap - for ourselves and our clients. We crave faster and more effective execution that makes our solutions and services superior – superior to our competition and superior to what our clients can do themselves.
Creativity and Innovation
Where all the tools can be seen
Okta
When a customer believes they are unable to make their upcoming payment, Affirm agents should take the time to understand the customer’s situation and offer options on how to stay current on their loan.
VFO.SBS - Unable to Pay (UK)
Declination reason: Based on an eligibility check, we can't help you pay for your purchase right now.
Main considerations while approving loans
Be a resident of the UK
Be at least 18 years old
Own a phone number that receives SMS and is registered to the UK
We consider many factors when determining whether we can approve your loan request such as the details of your loan request, income and debt obligations, recent bankruptcies, your credit history, credit utilization, your repayment history with Affirm if applicable.
KPI 3: PVP 61-90
TARGET: 85%
Maintaining a global flock is hard work, and we know that celebrating our wins along the way, taking time to laugh, and generally having some fun keeps the right balance for the Gosling family.
Have Fun, Energetic
We used this for all aux
omni channel