Licensed Customer Success Associate

Figure Lending • Saint Louis, MO

1d • Hybrid

About The Position

About the Role We’re looking for driven, customer-focused teammates who are curious about innovative blockchain technology and financial services. As a Licensed Customer Success Associate, you’ll work in a call center environment, where your primary responsibility is handling inbound phone calls, chats, and emails from customers. You’ll be the voice of Figure, helping people understand our products, navigate the application process, and move confidently through each step of their experience. In this role, you’ll gain deep knowledge of Figure by working in a fast-paced call center environment, by becoming an expert in our products to resolve issues, and move customers confidently through the application process. Your communication skills, problem-solving ability, and attention to detail will drive critical outcomes that support our business goals and elevate the customer experience.

Requirements

• BA/BS from an accredited university preferred with 1+ years in a customer-facing role
• Having an Mortgage Loan Originator (MLO) license that was active within the last 5 years in the state of MO is preferred
• The ability to obtain an MO MLO licensing within 60 days of hire is required for this role
• A dependable and reliable team player who thrives in a fast-paced, high-volume environment.
• Adaptable and open to change as processes evolve.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary, including passing the Figure and state required background checks.
• Successfully complete the required compliance training.
• A solutions-oriented mindset and commitment to providing an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing.
• Process driven organizational skills
• A quick and flexible learning style with the ability to navigate new technology platforms.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

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
• If applicable, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree