Customer Success Associate

Figure Lending • Charlotte, NC

1d • Hybrid

About The Position

The Customer Success Associate helps prospective and existing customers navigate financial decisions and Figure’s lending products. The role offers early-career experience in fintech, lending, compliance, and customer operations; prior fintech experience is not required, and Figure provides training on its products, processes, and tools. Associates communicate with customers across phone, chat, and email, help with applications and troubleshooting, explain financial concepts clearly, complete compliance steps, and contribute to improvements in customer experience and team effectiveness. The position includes training and licensing programs and requires adherence to company security and data-handling policies.

Requirements

• At least 1 year of experience in a customer-facing role.
• Strong verbal and written communication skills.
• Ability to explain complex information clearly and build trust with customers.
• Comfort working in a structured, fast-paced, high-volume environment.
• Strong attention to detail and ability to follow processes accurately.
• Confidence learning new systems and navigating multiple technology platforms.
• Ability to complete required compliance training.

Responsibilities

• Serve as a first point of contact for prospective and existing customers by phone, chat, and email.
• Help customers navigate the application process, resolve blockers, and understand Figure’s products.
• Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes.
• Explain complex financial concepts in clear, simple, customer-friendly language.
• Provide troubleshooting support for customer and platform issues.
• Complete compliance-related steps accurately and consistently.
• Identify trends and share ideas to improve customer experience and team effectiveness.
• Participate in training and licensing programs to expand skills.
• Contribute to a high-performing, team-oriented environment through reliability and strong execution.
• Adhere to company security policies and data-handling procedures, complete required security awareness training, and promptly report suspected security incidents or suspicious activity.

Benefits

• Total compensation of up to $71,000 per year after the probationary period, including shift differentials and a monthly bonus opportunity.
• Company-paid medical, dental, and vision benefits for employees and dependents on select plans.
• Paid holidays, paid time off, and sick time.
• Hybrid flexibility after training.
• Continuing education reimbursement.
• Paid family leave.
• New-hire and anniversary swag.
• Employee Recognition Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed