Licensed Customer Success Associate, Missouri

Figure Lending; St. Louis (MO); Hybrid; USD 72,671,000 - 98,319,000; Full time

Benefits offered by this job

Health, vision, dental insurance

Company HSA and FSA benefits

401k and commuter benefits

Life and disability insurance

Paid holidays and PTO

Up to 12 weeks paid family leave

Education reimbursement

Job summary

Figure Technology Solutions, Inc. is seeking a Licensed Customer Success Associate to handle inbound calls, chats, and emails, guiding customers through the application process and resolving issues with a strong focus on service quality.

The role requires one year in a customer-facing position, potential for MLO licensing in MO within 60 days, and a path to becoming a licensed e-notary. This is a hybrid role with extensive training and security compliance requirements.

Qualifications

• BA/BS from an accredited university.
• 1+ years in a customer-facing role.
• Notary license capability or readiness to obtain license.

Responsibilities

• Be the first contact and advocate for customers via phone, chat, and email.
• Educate customers on Figure products and processes and assist in the application journey.
• Provide technical support and troubleshoot a variety of issues.
• Coordinate with teams to improve customer experience and gather insights.

Skills

Customer service

Strong communication

Notary readiness

CRM familiarity

Education

BA/BS from an accredited university

Tools

CRM software

Job description

About Figure

Figure Technology Solutions, Inc. (Nasdaq: FIGR; OPEN: FGRS) is the leading blockchain-native capital marketplace for the origination, funding, sale and trading of tokenized assets. More than 480 partners use its loan origination system and capital marketplace. Collectively, Figure and its partners have originated over $30 billion of loans to date, among other products.
Figure is the market leader in real-world asset (RWA) tokenization. The company has received triple-A ratings ratings from S&P and Moody’s on multiple loan securitizations, the first of its kind for blockchain finance.
We're proud to be recognized as one of Forbes' Top 50 Fintech Companies and CNBC's World's Top Fintech Companies.

About the Role

We're looking for driven, customer-focused teammates who are curious about innovative blockchain technology and financial services. As a Licensed Customer Success Associate, you'll work in a call center environment, where your primary responsibility is handling inbound phone calls, chats, and emails from customers. You'll be the voice of Figure, helping people understand our products, navigate the application process, and move confidently through each step of their experience.

In this role, you'll gain deep knowledge of Figure by working in a fast-paced call center environment, by becoming an expert in our products to resolve issues, and move customers confidently through the application process. Your communication skills, problem-solving ability, and attention to detail will drive critical outcomes that support our business goals and elevate the customer experience.

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
• If applicable, 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 MOis preferred
• The ability to obtain an MOMLO licensing within 60 days of hire is required for this role
• A dependable and reliable team player who thrives in a fast-paced, high-volume environment.
• Adaptable and open to change as processes evolve.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary, including passing the Figure and state required background checks.
• Successfully complete the required compliance training.
• A solutions-oriented mindset and commitment to providing an outstanding customer experience.
• Ability to build trust and rapport with customers over the phone and in writing.
• 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

• 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 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.

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