Licensed Customer Success Associate

Figure; Honolulu (HI); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

Company HSA/401k

PTO and holidays

Paid family leave

Education reimbursement

Job summary

Figure, based in Hawaii, is seeking a customer service agent for a fully onsite CSA role to learn Figure by supporting customers with product, technical, and educational help.

You’ll be the first point of contact, handle inquiries via phone, chat, and email, educate customers about Figure’s products, and contribute to improvements while maintaining security and compliance.

This role offers health coverage, 401k, paid time off, education reimbursement, and a 29.81/hour base with a 15% bonus target.

Qualifications

• BA/BS from an accredited university preferred with 1+ years in a customer-facing role
• Having an Mortgage Loan Originator (MLO) license in Hawaii preferred
• Ability to obtain Hawaii MLO licensing within 60 days of hire
• Proven background as a dependable team player
• Flexible to ongoing refinements in process and structure
• Confident, friendly and compassionate communication skills
• Positive problem solving approach to customer service
• Ability to instill trust and rapport with customers
• Process driven organizational skills
• Quick and flexible learning with new technology platforms
• Complete mandatory security trainings and reporting

Responsibilities

• Be the first point of contact and advocate for our customers
• Handle inquiries via omni-channel communication and process applications with exceptional service
• Educate customers on Figure and our products with knowledge and enthusiasm
• Promote brand recognition and loyalty through unrivaled support by phone, chat, and email
• Gather insights and assist in process improvement affecting customer experience
• Provide technical support and troubleshooting on various issues
• Conduct video notary sessions with attention to detail and professional follow-up
• Participate in training and licensing programs to expand team capabilities
• Contribute to a vibrant office environment and team dynamic

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Team player

Adaptability

Education

BA/BS from accredited university

Job description

About Figure

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’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

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 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.

Please note: This position is fully onsite, 5 days a week

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
• 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
• 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
• 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

Salary

• Compensation Range: $29.81/hour
• Monthly 15% bonus target

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
• 5 Observed Holidays & PTO plan
• Up to 12 weeks 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 and acknowledging that 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.

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