Account Administration Associate

About the role

We are looking for driven, customer service-oriented teammates, curious about innovative blockchain technology and financial services. In the AAA role in the Servicing department, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our existing customers and third parties across multiple loan products.

Your effective communication, task-driven 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 across multiple product lines with knowledge and empathy.

What You’ll Do

• Be the first point of contact and promote brand recognition by ensuring unrivaled support to our customers via email and outbound calls
• Handle customer and third-party inquiries via omnichannel communication with exceptional customer service for all of Figure’s products
• Educate customers on servicing processes and procedures with knowledge and enthusiasm
• Conduct loan administration duties such as loan documentation reviews/requests, payment assistance processing, etc.
• Gather key insights and assist in process improvement for Figure’s products and services and the impact on our customer experience
• Collaborate and process requests from other Figure internal operational departments
• Provide technical support and troubleshooting on a variety of potential issues
• Contribute to an exciting and vibrant office environment and team dynamic

What We Look For

• 1+ years in a customer-facing or administration role
• BA/BS from an accredited university preferred with
• Proven background in being a dependable and reliable team player
• Customer service experience with loan products such as HELOC, Mortgage, Personal Loans preferred
• 2 years of loan administration functions (Escrow, subordinations, payments, etc) preferred
• Flexibility and adaptability to ongoing refinements in process and structure
• Confident, friendly, and compassionate communication skills
• Successfully complete the required compliance training
• 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
• 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.

Salary

Earn up to $59,800 a year in total compensation
15% annual bonus target, paid monthly

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Qualifications

• 1+ years in a customer-facing or administration role
• BA/BS from an accredited university preferred
• Proven background in being a dependable and reliable team player
• Customer service experience with loan products such as HELOC, Mortgage, Personal Loans preferred
• 2 years of loan administration functions (Escrow, subordinations, payments, etc) preferred
• Flexibility and adaptability to ongoing refinements in process and structure
• Confident, friendly, and compassionate communication skills
• Successfully complete the required compliance training
• 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
• 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.

Skills

• Excellent communication skills
• Problem-solving abilities
• Attention to detail
• Customer service experience
• Loan administration functions
• Technical support and troubleshooting

Benefits

• Comprehensive medical, dental, and vision coverage
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Pay

$59,800 per year

Schedule

Hybrid