Customer Success Associate New Honolulu, HI

Figure Lending LLC; Honolulu (HI); On-site; USD 36,961 - 45,171; Full time

Benefits offered by this job

Medical, dental & vision coverage

Employer-paid premiums for dependents

Company HSA, FSA, Dependent Care FSA

401(k) and commuter benefits

Life and disability insurance

Paid time off (holidays & PTO)

Paid family leave

Continuing education reimbursement

Job summary

Figure Lending LLC in Hawaii is seeking a customer service–oriented CSA to join our in-office team. You will be the first point of contact for customers, handle omni-channel inquiries, process applications, and educate clients about Figure and our blockchain-based loan products with enthusiasm.

Join a fast-growing fintech environment where you’ll help ensure customer success, gather insights for product improvements, and support training initiatives while adhering to security and compliance

Qualifications

• BA/BS from an accredited university with 1+ year in a customer-facing role.
• Ability to obtain Hawaii MLO licensing within 60 days of hire is required.
• Mortgage Loan Originator (MLO) license active within last 5 years in Hawaii is preferred.

Responsibilities

• Be the first point of contact for customers.
• Handle inquiries via omni-channel communication and process applications with excellent service.
• Educate customers on Figure and its products with knowledge and enthusiasm.
• Promote brand recognition and unrivaled support via phone, chat and email.
• Gather insights and assist in process improvements for products and services.
• Provide technical support and troubleshooting on various issues.
• Conduct video notary sessions with attention to detail and professionalism.

Skills

Customer service

Team player

Problem solving

Adaptability

Education

BA/BS from accredited university

Job description

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

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.

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

• *All external candidates must reside in the state of Hawaii*
• 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
• 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
• 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
• This is a fully in-office position; there are no hybrid opportunities available for this location.
• Base Compensation Range: $26.83 - $32.79/hr

This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate’s experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

• 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

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information.By submitting your application, you are agreeing andacknowledgingthat you have read and understand the above notice.

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.

As set forth in Figure Lending’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.