Licensed Customer Success Associate, Missouri

Figure; United States; Remote; USD 62,000 - 75,000; Full time

Benefits offered by this job

Health, vision and dental insurance

HSA/FSA/Dependent Care

401k

Life and disability insurance

Paid holidays and PTO

Paid family leave

Continuing education reimbursement

Job summary

Figure is seeking a Licensed Customer Success Associate to join our fast-paced call center. You’ll handle inbound calls, chats, and emails, guiding customers through the application process and resolving issues with empathy and accuracy.

You’ll become an expert on Figure products to promote smooth onboarding and high customer satisfaction, while contributing to process improvements and ensuring security compliance in a dynamic, blockchain-enabled finance environment.

Qualifications

• BA/BS from an accredited university preferred with 1+ years in a customer-facing role.
• Clear, confident, and compassionate communication skills.
• Ability to become a licensed e-notary and pass background checks.
• Willingness to obtain MO MLO licensing within 60 days of hire.
• Strong attention to detail and compliance training.
• A solutions-oriented mindset and commitment to customer experience.

Responsibilities

• Be the first point of contact and advocate for customers.
• Handle inquiries via omni-channel communication and process applications with exceptional service.
• Educate customers on Figure and its products with knowledge and enthusiasm.
• Promote brand recognition and loyalty by delivering unrivaled support via phone, chat, and email.
• Gather insights and assist in process improvements for Figure products and services.
• Provide technical support and troubleshooting on various issues.
• Participate in training and licensing programs to expand team capabilities.

Skills

Communication skills

Customer service

Team player

Fast learner

Problem-solving

Multi-channel support

Education

BA/BS

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. The fastest growing components are Figure Connect, its credit marketplace, and Democratized Prime, Figure s on-chain lend-borrow marketplace. Figure s ecosystem also includes DART (Digital Asset Registry Technology) for asset custody and lien perfection, and $YLDS, a yield-bearing stablecoin registered with the SEC as a security under the Securities Act of 1933. 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 MO is preferred
• The ability to obtain an MO MLO 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 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.