Role in brief
Figure is seeking a Customer Success Associate to guide customers through their financial products, including home equity loans and stablecoins. This role involves direct customer interaction via multiple channels, explaining complex financial concepts, and ensuring compliance. It suits individuals with customer service experience who can navigate technology and explain detailed information clearly.
About the role
This role focuses on direct customer interaction, serving as the initial contact for both prospective and existing clients. Responsibilities include assisting customers through the application process, resolving issues, and clarifying product details. The position requires developing expertise in Figure's financial ecosystem, encompassing home equity loans and other offerings, to effectively communicate complex financial information in an accessible manner.
A key aspect of the job involves providing troubleshooting assistance for various customer and platform-related issues. The associate will also conduct video notary sessions, adhering to professional standards and attention to detail. Consistent and accurate completion of compliance-related tasks is essential, contributing to the overall integrity of customer interactions.
Success in this position means actively identifying customer experience trends and proposing improvements to enhance support team effectiveness. The role also involves participation in ongoing training and licensing programs to expand skill sets, and contributing to a collaborative, high-performing team environment where reliability and strong execution are valued.
The listed salary for this role is up to $71,000 per year, which includes potential shift differentials and monthly bonus opportunities after a probationary period.
Skills that matter here
- customer-facing role: This role requires prior experience interacting directly with customers to provide support and guidance.
- verbal and written communication: The ability to articulate complex financial concepts clearly and build trust with customers through various communication channels is essential.
- attention to detail: This is crucial for accurately following processes, completing compliance steps, and conducting notary sessions.
- learning new systems: The role involves navigating multiple technology platforms and quickly adapting to new systems.
- compliance training: The candidate must be able to complete required training related to regulatory compliance.
- e-notary: The ability to become a licensed e-notary, including passing background checks, is a requirement for this position.
Who this role suits
- Someone who enjoys being the first point of contact for customers and guiding them through processes.
- An individual who can simplify complex financial information for a diverse audience.
- A person who thrives in a structured, fast-paced environment and pays close attention to detail.
- A candidate comfortable learning and utilizing multiple technology platforms for customer support.
From the employer
What You’ll Do
- Serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email
- Help customers navigate the application process, resolve blockers, and better understand our products
- Build expertise in the Figure ecosystem, including HELOCs and other financial products and processes
- Explain complex financial concepts in a clear, simple, customer-friendly way
- Provide troubleshooting support across a range of customer and platform issues
- Conduct video notary sessions with professionalism, attention to detail, and care
- Complete compliance-related steps accurately and consistently
- Identify trends and share ideas that improve the customer experience and support team effectiveness
- Participate in training and licensing programs that expand your skill set
- Contribute to a high-performing, team-oriented environment where reliability and strong execution matter
What We Look For
- 1+ year of experience in a customer-facing role
- Strong verbal and written communication skills
- Ability to explain complex information clearly and build trust with customers
- Comfort working in a structured, fast-paced, high-volume environment
- Strong attention to detail and ability to follow process accurately
- Confidence learning new systems and navigating multiple technology platforms
- Ability to complete required compliance training
- Ability to become a licensed e-notary, including passing required background checks
Compensation & Perks
- Earn up to $71,000 a year in total compensation after the probationary period, including shift differentials and monthly bonus opportunity
- Company-paid medical, dental, and vision benefits for employees and dependents on select plans
- Paid holidays, PTO, and sick time
- Hybrid flexibility after training
- Continuing education reimbursement
- Paid family leave
- New Hire and Anniversary Swag
- Employee Recognition Program
Questions about this role
What is the remote work policy for this position?
This is a remote position with hybrid flexibility available after the initial training period.
What is the expected salary for this role?
The total compensation for this role is up to $71,000 annually after the probationary period, which includes shift differentials and a monthly bonus opportunity.
What kind of experience is required?
Candidates should have at least one year of experience in a customer-facing role and possess strong communication skills.