Servicing Operations Associate

About Figure

Figure is a pioneering company revolutionizing the financial services industry through innovative blockchain technology. Having achieved unicorn status, we are committed to fostering a creative and supportive environment where every team member can excel. We seek individuals with an entrepreneurial spirit who are passionate about driving innovation in a collaborative setting.

Our team comprises dynamic, innovative, and inquisitive individuals who thrive on developing cutting-edge technologies. We place a premium on individuals who approach challenges with an entrepreneurial mind and embrace our culture of constant innovation.

Every day at Figure presents opportunities for continuous learning while keeping a sharp focus on impactful work. Come join a team of accomplished leaders who have already made a significant impact in the FinTech domain.

About the Role

We are seeking driven and customer-focused team members interested in pioneering blockchain technology and financial services. In the Service Operations Analyst role within the Servicing department, you will play a pivotal part in supporting our customers and third parties across various loan products.

Your effective communication skills, solution-oriented approach, and meticulous attention to detail are vital in achieving key objectives such as enhancing customer experience, strengthening brand engagement, and ensuring customer success. By troubleshooting issues, providing solutions, and supporting multiple product lines with expertise and empathy, you will uphold Figure’s commitment to its customers.

Responsibilities

• Serve as the primary point of contact to deliver unparalleled support to customers through email and outbound calls, emphasizing brand recognition.
• Engage with customers and third parties through omnichannel communication to provide exceptional support for all Figure products.
• Educate customers on servicing processes with enthusiasm and knowledge.
• Manage loan administration tasks like reviewing loan documentation and processing payment assistance.
• Collect valuable insights to contribute to process improvements and enhance customer experience.
• Collaborate with various internal operational departments to process requests efficiently.
• Offer technical support and troubleshoot a range of potential issues.
• Participate in training programs to expand team capabilities.
• Contribute to fostering a vibrant office atmosphere and cohesive team dynamic.

Requirements

• Bachelor’s degree from an accredited university preferred, with at least 1 year of experience in a customer-facing or loan administration role.
• Demonstrated track record as a reliable team player.
• Prior experience in customer service related to loan products, such as HELOC, Mortgage, and Personal Loans, is preferred.
• 2 years of experience in loan administration functions like Escrow, subordinations, and payments preferred.
• Ability to adapt to evolving processes and structures.
• Proficient, friendly, and empathetic communication skills.
• Completion of required compliance training.
• Positive, problem-solving approach to customer service.
• Strong organizational skills with a process-driven mindset.
• Quick learner with a knack for navigating new technology platforms.

Benefits

• Competitive salary and advancement opportunities.
• Company quarterly performance-based bonus.
• Equity stock options package.
• Comprehensive health, vision, and dental insurance.
• Employer-funded life and disability insurance coverage.
• HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks of paid family leave.
• Continuing education reimbursement.
• Regular team swag deliveries.

(Note*: Hourly rate for CO, NY, CA, and WA residents is $22/hr with up to a 15% Bonus and Equity. Compensation may vary based on candidate experience and location considerations.)

Based on residential location, specific laws may govern how Figure handles applicant data. California Residents should review the California Employee and Prospective Employee Privacy Notice for further details. By submitting an application, candidates acknowledge and accept the notice terms.

Please note that Figure will not sponsor work visas for this position. All hires must provide verification of identity and eligibility to work in the US as mandated by federal law. Compliance with the necessary employment eligibility verification upon hiring is required.