Client Engagement Specialist

2 weeks ago

Charlotte, North Carolina, United States Figure Full time
About Figure

Figure is dedicated to enhancing the value of homeownership in ways that benefit both consumers and the industry. We empower homeowners to access their liquidity seamlessly and reasonably for significant, purpose-driven expenditures, including home renovations, debt consolidation, and more.

In just six years, we have established ourselves as the leading non-bank HELOC lender in the nation. As a financial technology firm operating at the crossroads of regulation and innovation, we are recognized as a "unicorn"—one of fewer than 1000 companies globally valued at $1B or more and operational for less than a decade.

Our mission thrives on fostering a creative, collaborative, and supportive environment where every team member can excel. We are driven, innovative, and curious, valuing individuals who approach challenges with a problem-solving mindset. Every day at Figure is an opportunity for continuous learning, coupled with a commitment to impactful work.

About the Role

We are seeking customer service professionals to join a dynamic segment of our organization. In the Client Engagement Specialist role, you will immerse yourself in all aspects of Figure by being at the forefront of customer interaction: delivering product, technical, and educational support to our prospects and clients.

Your strong communication, problem-solving abilities, and meticulous attention to detail will be essential in upholding our high customer satisfaction standards. You will ensure Figure remains accountable to its clients by diagnosing issues and providing solutions with both knowledge and empathy.

What You'll Do
  • Serve as the primary point of contact and advocate for our clients
  • Address customer inquiries through various communication channels (phone, chat, and email) while processing applications with outstanding service, ultimately enhancing brand recognition and loyalty
  • Inform clients about Figure and our offerings with enthusiasm and expertise
  • Collect and relay key insights that contribute to the enhancement of Figure's products, services, and overall customer experience
  • Offer technical support and troubleshooting assistance with patience, whether addressing a technical glitch or guiding a customer through our digital processes
  • Engage in company-sponsored training and licensing programs to broaden your skill set and the team's overall capabilities
What We Look For
  • BA/BS from an accredited institution preferred, with a minimum of 1 year in a customer-facing role
  • Demonstrated reliability and dependability as a team player
  • Flexibility and adaptability to ongoing changes in processes and structures
  • Confident, friendly, and compassionate communication skills
  • Successful completion of required compliance training
  • A positive, solution-oriented approach to customer service
  • Ability to build trust and rapport with prospects and clients
  • Organizational skills driven by processes
  • A quick and adaptable learning style, comfortable with new technology platforms
How We Operate

This is a full-time position based on a 40-hour work week. Schedules are assigned post-training and operate on a shift bid structure, allowing top performers to select their preferred shifts first.

Benefits To You
  • Competitive salary and opportunities for growth
  • Monthly performance incentive bonuses
  • Equity stock options package
  • Comprehensive health, vision, and dental insurance funded by the employer for employees and their dependents
  • Employer-funded life and disability insurance coverage
  • Access to a fully stocked kitchen and free onsite gym
  • Company-sponsored HSA, FSA, Dependent Care, 401k, and commuter benefits
  • Up to 12 weeks of paid family leave
  • Continuing education reimbursement
  • Regular team swag deliveries

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