Servicing Operations Associate

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology. 

In five short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. 

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

Forbes America’s Best Startup Employers

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role

We are looking for driven, customer service oriented teammates, curious about innovative blockchain technology and financial services. In the CSA role in the Servicing department, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our existing customers across multiple loan products. 

Your effective communication, task driven problem solving and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure accountable to its customers by troubleshooting problems and providing solutions across multiple product lines with knowledge, confidence and empathy.

What You’ll Do 

• Be the first point of contact and advocate for our customers 
• Handle customer and third-party inquiries with professionalism and attention to detail
• Educate customers on Figure and our products with knowledge and enthusiasm 
• Promote brand recognition and loyalty by ensuring unrivaled support to our customers in both inbound and outbound phone calls
• Gather key insights and assist in process improvement for Figure’s products and services and the impact on our customer experience
• Engage in payment collections discussions/loan assistance options for loans < 30 days delinquent 
• Provide technical support and troubleshooting on a variety of potential issues
• Participate in new training and licensing programs to expand the team’s capabilities 
• Contribute to an exciting and vibrant office environment and team dynamic 
• De-escalate and resolve customer issues, understanding that time is of the essence

What We Look For 

• 2+ years in a customer-facing contact center role with understanding of key performance indicators (KPI) required; prior experience with above average scorecard ratings on these metrics or 12 months Figure experience
• A team player with customer focus, understanding the need to be available during peak call arrival times and hours of operation for customers in all time zones
• Proven background in being a dependable and reliable team player 
• Experience with loan products including customer service and early stage collections (HELOC, Mortgage, Personal Loans) preferred
• Flexibility and adaptability to ongoing refinements in process and structure 
• Confident, friendly, and compassionate communication skills
• A positive and problem-solving approach to customer service 
• Ability to instill trust and rapport with customers 
• Process-driven organizational skills 
• A quick and flexible learning style with the ability to navigate new technology platforms

Benefits To You

• Competitive salary and growth opportunities 
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks