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Client Success Specialist

2 months ago

Reno, Nevada, 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 facilitate homeowners in accessing their liquidity efficiently and reasonably for significant, purpose-driven expenditures, ranging from home renovations to debt consolidation and small business ventures.

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 every task with a problem-solving mindset. Each day at Figure presents an opportunity for continuous learning while focusing on impactful work.

About the Role

We are seeking customer service professionals to become integral members of our expanding team. In this 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 clients.

Your strong communication, problem-solving abilities, and meticulous attention to detail will help us uphold our exceptional customer satisfaction ratings. You will ensure Figure remains accountable to its clients by diagnosing issues and providing empathetic solutions.

Key Responsibilities
  • Act 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.
  • Educate clients about Figure and our offerings with enthusiasm and expertise.
  • Collect and relay valuable insights to improve Figure's products, services, and overall customer experience.
  • Provide technical assistance and troubleshooting with patience, whether addressing a glitch or guiding customers through our digital processes.
  • Conduct video notary sessions with professionalism and attention to detail; maintain thorough follow-up with multiple stakeholders as needed (once licensed as e-notary).
  • Engage in company-sponsored training and licensing programs to broaden your skill set and enhance the team's capabilities.
  • Contribute to a dynamic and vibrant office culture.
Qualifications
  • Bachelor's degree from an accredited institution preferred, with a minimum of 1 year in a customer-facing role.
  • Demonstrated reliability and teamwork skills.
  • Flexibility and adaptability to evolving processes and structures.
  • Confident, friendly, and compassionate communication abilities.
  • Willingness to become a licensed e-notary, including passing required background checks.
  • Completion of necessary compliance training.
  • A positive, solution-oriented approach to customer service.
  • Ability to build trust and rapport with clients.
  • Organizational skills with a process-driven mindset.
  • A quick learner, comfortable with new technology platforms.
Work Environment

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

Benefits
  • Competitive salary with 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 health savings account (HSA), flexible spending account (FSA), dependent care benefits, 401k, and commuter benefits.
  • Up to 12 weeks of paid family leave.
  • Continuing education reimbursement.
  • Regular team swag deliveries.