Customer Success Associate

Figure Lending • Reno, NV

1d • Hybrid

About The Position

Figure Technology Solutions is hiring a Customer Success Associate to support prospective and existing customers in a call center environment. The role handles inbound phone calls, chats, and emails, helps customers understand Figure’s products and applications, and guides them through the application process. Associates develop in-depth product knowledge, troubleshoot platform issues, resolve customer concerns, and deliver a positive customer experience. The position also includes conducting video notary sessions, completing training and licensing programs, and contributing to a collaborative Customer Support Center team.

Requirements

• At least 1 year of experience in a customer-facing role.
• Dependable, reliable team player able to thrive in a fast-paced, high-volume environment.
• Adaptable and open to changing processes.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary, including passing Figure- and state-required background checks.
• Solutions-oriented mindset and commitment to an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing.
• Process-driven organizational skills.
• Ability to learn quickly and flexibly and navigate new technology platforms.
• Adherence to company security policies and data handling procedures.
• Ability to complete mandatory security awareness training and report suspected security incidents promptly.

Nice To Haves

• BA/BS degree from an accredited university.

Responsibilities

• Handle inbound customer phone calls, chats, and emails as a first point of contact.
• Guide customers on Figure products and applications and help them navigate the application process.
• Troubleshoot issues and resolve customer concerns empathetically and efficiently.
• Deliver exceptional support that builds customer trust and loyalty.
• Identify trends, gather insights, and suggest improvements to customer support processes and the product experience.
• Provide technical support and troubleshoot platform issues.
• Conduct video notary sessions professionally and carefully.
• Participate in training and licensing programs.
• Contribute to a collaborative team environment in the Customer Support Center.
• Follow company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report suspected security incidents or suspicious activity to the Security team.
• Complete required compliance training.

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, 401(k), and commuter benefits.
• Employer-funded life and disability insurance coverage.
• Five observed holidays and a PTO plan.
• Up to 12 weeks of paid family leave.
• Continuing education reimbursement.
• Monthly bonus opportunity and shift differentials included in total compensation after the probationary period.

What This Job Offers

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