Licensed Customer Success Associate

About Figure

Figure is a pioneering company in financial services with an advanced technology platform that is rapidly expanding. Leveraging its loan origination activities and network of partners, Figure aims to introduce new products that enhance efficiency and transparency in the industry. Through innovative technology integration, Figure's platform promotes transparency and efficiency in capital markets, supported by a growing pool of platform-originated assets. The team at Figure is known for their dedication, innovation, collaboration, and passion for starting new ventures. They are seeking individuals with an entrepreneurial mindset who embrace a culture of innovation.

Every day at Figure presents a learning opportunity and a chance to make a meaningful impact. Join a team of experienced leaders who have already generated substantial value in the financial technology sector.

About the Role

We are seeking motivated and customer-focused teammates with a keen interest in innovative blockchain technology and financial services. In this Customer Support Associate role, you will play a central role by providing product, technical, and educational support to potential and existing customers.

Utilizing your effective communication, problem-solving skills, and attention to detail, you will contribute to critical outcomes that support ongoing business initiatives, drive brand engagement, and ensure customer satisfaction. Your responsibility will include addressing customer queries, troubleshooting issues, and delivering solutions with knowledge and empathy.

Responsibilities

• Serve as the primary point of contact and advocate for customers.
• Address customer inquiries through various channels, ensuring exceptional customer service.
• Educate customers about Figure and its products with enthusiasm.
• Enhance brand recognition and loyalty by providing unparalleled support via phone, chat, and email.
• Collect valuable insights to improve Figure's products, services, and customer experience.
• Provide technical support and troubleshooting on potential issues.
• Conduct meticulous video notary sessions and coordinate with multiple vendors when necessary.
• Participate in training and licensing programs to expand team capabilities.
• Contribute to a vibrant office atmosphere and team dynamics.

Requirements

• Bachelor's degree from an accredited university preferred; at least one year of experience in customer-facing roles.
• Active Mortgage Loan Originator (MLO) license in Missouri within the last five years.
• Ability to obtain Missouri MLO licensing within 60 days of hiring.
• Demonstrated track record of being a reliable team player.
• Flexibility to adapt to evolving processes and structures.
• Strong communication and problem-solving skills with a compassionate approach to customer service.
• Completion of required compliance trainings.
• Organizational skills with a process-driven mindset.
• Quick learning ability and proficiency in navigating new technology platforms.

Benefits and Perks

• Competitive salary with growth opportunities.
• Quarterly performance-based bonus.
• Equity stock options package.
• Comprehensive health, vision, dental insurance, and wellness programs.
• Life and disability insurance coverage.
• Various financial benefits such as HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks of paid family leave.
• Flexible work location options including in-office, remote, and hybrid.
• Home office and technology stipend for remote workers.
• Flexible time-off plan.
• Continuing education reimbursement.
• Routine team swag deliveries.

Salary range for CO, NY, CA, and WA residents is provided in the job application. Actual compensation may vary based on candidate experience and location.

California Residents: Please refer to our privacy notice for detailed information on how we handle applicant data.

Please note that Figure does not sponsor work visas for this position.

All hires must comply with federal laws regarding employment eligibility in the United States. Upon hire, individuals will be required to confirm identity and eligibility to work in the U.S. by completing necessary verification forms.