Customer Success Associate

About Figure

Figure Technologies creates innovative consumer financial solutions for home improvement, debt consolidation, and retirement while providing financial literacy and financial empowerment. Our mission is to build and promote innovative financial products on blockchain that benefit consumers and eliminate rent-seeking, illiquidity, and other inefficiencies present in current financial markets.

At Figure, we build really big things. And to build big, we need a company in which everyone is supported in doing their absolute best work. That is what culture means to us.  We are a team of incredibly smart people who love architecting and building things from scratch. We know we are working with the absolute best and are challenged by our colleagues every day. We are the kind of people who wake up curious each morning and go to bed each night wanting to accomplish more.

This is an amazing opportunity to be part of a startup focused on solving real problems with blockchain and to work with a team of proven leaders who have created billions of dollars in value in the Fintech space. Join us!

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 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 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  

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 customers
• Process driven organizational skills  
• A quick and flexible learning style with the ability to navigate new technology platforms

Benefits To You

• Competitive salary based on experience and skills
• Performance based bonus
• Paid time off and vacation policy
• Comprehensive health, vision, dental insurance
• Company FSA, 401k, commuter benefits
• And much more to come!

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.