Customer Success Associate

Figure is transforming the trillion dollar financial services industry using blockchain technology. In six years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space 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 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 1+ years in a customer facing 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 Ability to become a licensed e-notary including passing the Figure and state required background check Successfully complete the required compliance trainings 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 Competitive salary and growth opportunities This position is a part-time hybrid role For CO, NY, CA, and WA residents, the hourly rate for this position is $22/hr with a 15% performance-based bonus target. 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. Are you authorized to work in the US for any employer?

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This position is hybrid and requires the ability to be in the office on a weekly basis. Are you able to commute to the Charlotte, NC office three or more times a week?

* -- For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Figure’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Voluntary Self-Identification of Disability

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For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Figure’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. Gender

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status

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