Licensed Customer Success Associate
About The Position
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. Since our founding in 2018, we’ve become the country’s #1 non-bank HELOC lender and are publicly traded on Nasdaq (ticker: FIGR). We use AI and other cutting edge technology to lower costs and increase speed - and create delightful experiences for both our customers and employees. 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! Forbes Most Innovative Fintech Startups, 2025 Fast Company Most Innovative Companies in Finance & Personal Finance About the Role We are looking for driven, customer service-oriented teammates, curious about innovative blockchain technology and financial services. 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 potential and existing customers. Your effective communication, problem-solving 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.
Requirements
- BA/BS from an accredited university preferred with 1+ years in a customer-facing role
- The ability to obtain Missouri MLO licensing within 60 days of hire is required
- 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
- Successfully complete the required compliance trainings
- 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
Nice To Haves
- Having an Mortgage Loan Originator (MLO) license that was active within the last 5 years in the state of Missouri is preferred
Responsibilities
- Be the first point of contact and advocate for our customers
- Handle customer inquiries via omni-channel communication and process applications with exceptional customer service
- Educate customers on Figure and our products with knowledge and enthusiasm
- Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions and email
- Gather key insights and assist in process improvement for Figure’s products and services and the impact to our customer experience
- Provide technical support and troubleshooting on a variety of potential issues
- Conduct video notary sessions with attention to detail and professionalism and follow up daily with multi vendor coordination when needed
- Participate in new training and licensing programs to expand the team’s capabilities
- Contribute to an exciting and vibrant office environment and team dynamic
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
