Servicing Operations Associate, Fulfillment

3 weeks ago

Reno, United States Figure Full time

About the Role

We are looking for driven, customer service-oriented teammates, curious about innovative blockchain technology and financial services. In the SOA role in the Servicing department, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our existing customers and third parties across multiple loan products.

Your effective communication, task-driven problem 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 across multiple product lines with knowledge and empathy.

What You'll Do

* Be the first point of contact and promote brand recognition by ensuring unrivaled support to our customers via email and outbound calls
* Handle customer and third-party inquiries via omnichannel communication with exceptional customer service for all of Figure's products
* Educate customers on servicing processes and procedures with knowledge and enthusiasm
* Conduct loan administration duties such as loan documentation reviews/requests, payment assistance processing, etc.
* Gather key insights and assist in process improvement for Figure's products and services and the impact on our customer experience
* Collaborate and process requests from other Figure internal operational departments
* Provide technical support and troubleshooting on a variety of potential issues
* 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 or loan administration role
* Proven background in being a dependable and reliable team player
* Customer service experience with loan products such as HELOC, Mortgage, Personal Loans preferred.
* 2 years of loan administration functions (Escrow, subordinations, payments, etc) preferred.
* Flexibility and adaptability to ongoing refinements in process and structure
* Confident, friendly, and compassionate communication skills
* Successfully complete the required compliance training
* 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

For CO, NY, CA, and WA residents, the hourly rate for this position is $22/hr with a 15% performance-based bonus structure. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee 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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