Customer Success Associate

About Figure

Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We’re helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation.

In six years, we’ve become the country’s #1 non-bank HELOC lender. As a financial technology firm operating at the intersection of regulation and transformation, we’re a “unicorn” – a group of fewer than 1000 companies globally that is valued at $1B or more and has been in operation for less than ten years. 

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. We are motivated, innovative, collaborative, and curious.   We value individuals who bring a problem-solving mindset to every task.  Every day at Figure is a journey in continuous learning combined with a focus on getting work done that makes a difference. Join us!

Wealthfront Career-Launching Company 

Figure Series D Announcement

About the Role

We are looking for customer service teammates to join a growing segment of our company. In a CSA role, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our prospects and customers.

Your effective communication, problem solving and attention to detail skills will help us maintain our  high customer satisfaction scores. You will keep Figure accountable to its customers by troubleshooting problems and providing solutions with knowledge and empathy.

Your effective communication, 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 with knowledge and empathy.

What You’ll Do

• Be the first point of contact and advocate for our customers
• Handle customer inquiries via omni-channel communication (phone, chat and email) and process applications with exceptional customer service  – and ideally leading to improved brand recognition, loyalty and referrals 
• Educate customers on Figure and our products with knowledge and enthusiasm
• Gather and share key insights that assist in improving Figure’s products, services and customer experience generally
• Provide technical support and troubleshooting with patience – whether it’s a glitch or a customer needs help navigating our digital processes 
• Conduct video notary sessions with attention to detail and professionalism; maintain thorough follow up with multiple stakeholders when needed (once licensed as e-notary – see section below)
• Participate in company sponsored  training and licensing programs to expand your skillset and the team’s overall capabilities
• Contribute to an exciting and vibrant office environment and team dynamic

What We Look For

• BA/BS from an accredited university preferred with 1+ years in a customer facing role
• Proven background in being a dependable and reliable team player
• Flexibility and adaptability to ongoing refinements in process and structure
• Confident, friendly and compassionate communication skills
• Ability to become a licensed e-notary including passing the Figure and state required background check
• Successfully complete the required compliance trainings
• A positive and problem solving approach to customer service  
• Ability to instill trust and rapport with prospects and customers
• Process-driven organizational skills  
• A quick and flexible learning style, comfortable with new technology platforms

How We Operate

This is a full time role based on a 40 hour work week. Schedules are assigned after training, and operate on a shift bid structure. In order to promote the best performance possible, top performers are able to bid for their preference in shifts first. Hours of operation are M-F 6am-9pm Pacific and Sat-Sun 6am-5pm Pacific. 

Salary

• Compensation Range: $22/hr, with an additional compensation of $24/hr for hours worked between 6pm - 9pm pst
• Monthly Bonus: Can range anywhere from $0 - $1.3000/month. Average bonus earned is $570/month

Benefits

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 Observed Holidays & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

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