Servicing Operations Associate, Fulfillment

2 weeks ago

Reno, United States Figure Full time
Job DescriptionJob Description

About Figure

Figure is revolutionizing financial services with its disruptive technology platform. Our flagship product is the #1 non-bank HELOC in America. We're delivering new consumer lending products and a capital markets ecosystem that maximize efficiency and transparency – by capitalizing on our loan origination activities, extensive network of partners, and growing pool of assets.

Join a team of 450+ people at Figure who have originated $11+ billion in loan volume. We're very profitable and growing fast.
Figure has raised $469 million from top investors like Ribbit Capital, DST, Apollo, and Morgan Creek.

Wealthfront Career-Launching Company
Figure Series D Announcement

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
Salary
  • Compensation Range: 22$/hr
  • Competitive, performance-based, monthly bonus that can range from $0-$3,000/month
  • This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs
Benefits
  • 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 & Accrued PTO plan
  • Up to 12 weeks paid family leave
  • Continuing education reimbursement

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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