Hawaii Customer Experience Specialist

7 days ago


Honolulu, Hawaii, United States Figure Full time

About Figure

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  • We are a financial services company revolutionizing the industry with our innovative technology platform.
Figure has originated $11+ billion in loan volume and is growing rapidly. Our team of 450+ people is committed to delivering new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency.

Our Mission

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  • We empower customers by providing exceptional support and education on our products and services.
As a Hawaii Licensed Customer Success Associate, you will be part of a dynamic team dedicated to customer success. 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 Key Responsibilities

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  • 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

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  • A degree from an accredited university preferred with 1+ years in a customer-facing role.
  • Mortgage Loan Originator (MLO) license active within the last 5 years in the state of Hawaii is required.
  • The ability to obtain Hawaii MLO licensing within 60 days of hire is required.
  • A 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.
  • 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.

Compensation and Benefits

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  • $27 per hour base salary.
  • Competitive, performance-based, monthly bonus that can range from $0-$1312.50/month.
  • 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.
  • 11 Observed Holidays & PTO plan.
  • Up to 12 weeks paid family leave.
  • Continuing education reimbursement.


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