Team Operations Manager- Servicing

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About Figure

Figure is revolutionizing the finance industry by leveraging blockchain technology to provide faster, more efficient, and cost-effective solutions. In just five years, Figure has become a leading fintech company, known for its industry-first innovations in loan origination, equity management, private fund services, banking, and payments. With a highly talented team dedicated to groundbreaking technologies, Figure is committed to fostering a creative, collaborative, and supportive environment where everyone can thrive. Join our team and be a part of shaping the future of the financial world!

About the Role

We are seeking a dynamic and customer-focused leader who is well-versed in delinquency and default resolution. As the Team Operations Manager, you will have the opportunity to drive the success of our Servicing & Customer Care team by overseeing day-to-day operations, providing leadership, and ensuring exceptional service delivery. Your expertise in call center management within the financial sector, coupled with your regulatory knowledge, will be invaluable in supporting our growing team. Your commitment to delivering the best possible customer experience will help us maintain low delinquency rates and successfully navigate defaulted loans in a challenging financial landscape. With effective communication, problem-solving skills, and meticulous attention to detail, you will drive key outcomes, foster brand engagement, and ensure customer satisfaction. Taking the lead in troubleshooting and providing solutions with empathy and expertise, you will hold Figure accountable to our customers.

What You'll Do

• Lead the Servicing & Customer Care team, focusing on delivering industry-leading service and workforce management on a daily basis.
• Monitor delinquency rates and track your team's contributions to account resolution, ensuring excellent customer service through persuasive resolution-driven conversations that meet quality standards.
• Resolve escalated complaints, identify process and knowledge gaps, and communicate and implement solutions to improve overall customer satisfaction.
• Analyze reporting data to make data-driven recommendations to management regarding staff and loan performance.
• Provide regular data-driven coaching sessions, offering performance feedback and call quality assessments to associates.
• Address performance and disciplinary issues promptly and appropriately.
• Promote diversity and inclusion within the team, fostering a culture based on respect and collaboration.
• Collaborate with product and tech teams to manage escalations and drive timely resolutions.
• Recommend process improvements to enhance Figure's products and services.
• Participate in new hire training programs to expand the team's capabilities.
• Provide unrivaled support to our customers through phone, chat, and email, ensuring brand recognition and loyalty.

What We Look For

• Bachelor's degree preferred.
• 5+ years of experience in collections/default loan servicing or other financial services, preferably in mortgage or HELOC space. Experience in personal loan servicing is a plus.
• 3+ years of proven leadership experience in a call center environment with a focus on collections or defaults.
• Familiarity with FCRA, FDCPA, and CFPB guidelines.
• Demonstrated track record of successfully leading a team and achieving call center, delinquency roll rates, and collection resolutions.
• Strong metrics-based approach and ability to create impact.
• Ability to foster a value-based culture and promote respectful interactions and attitudes.
• Engaging leader with adaptability to different personalities and situations, handling matters with a sense of urgency.
• Flexible and adaptable to ongoing process refinements and organizational changes.
• Excellent communication skills, combining confidence, friendliness, and compassion.
• Strong organizational skills and process-driven mindset.
• Quick learner with the ability to navigate new technology platforms.

Benefits and Perks

• Competitive salary and opportunities for growth.
• Performance-based quarterly bonuses.
• Equity stock options.
• Comprehensive health, vision, and dental insurance for employees and their dependents.
• Employer-funded life and disability insurance coverage.
• Company benefits, including HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks of paid family leave.
• Flexible work options, including in-office, remote, and hybrid models.
• Home office and technology stipends for remote workers.
• Flexible time-off plan to promote work-life balance.
• Continuing education reimbursement.
• Team swag deliveries.

For CO, NY, CA, and WA residents, the salary range for this position is $78,000 - $85,000 per year with a 25% bonus and equity. Actual compensation may vary based on individual candidate experience and location.

Please review our California Employee and Prospective Employee Privacy Notice if you are a California resident for information on how Figure manages applicant data.

Figure does not sponsor work visas for this position. All hired individuals must provide proof of identity and eligibility to work in the United States.

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