Customer Success Associate

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.

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

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 Hawaii is preferred
• The ability to obtain Hawaii MLO licensing within 60 days of hire is required for this role

Qualifications

• 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
• 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
• A positive and problem solving approach to customer service
• Process driven organizational skills
• A quick and flexible learning style with the ability to navigate new technology platforms

Skills

• Excellent communication skills
• Problem-solving abilities
• Attention to detail
• Technical support and troubleshooting
• Video notary session facilitation

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
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Pay

Salary Base Compensation Range: $26.83 - $32.79/hr

Schedule

This is a fully in-office position; there are no hybrid opportunities available for this location.