Lending Partnerships Concierge

About the role

This role focuses on providing personalized support to Figure's B2B lending partners. The concierge will be the primary contact for loan officers and executives, offering guidance on product features, processes, and issue resolution. A key part of the work involves anticipating client needs and proactively addressing potential problems to ensure a smooth experience.

The position requires building and maintaining strong relationships through consistent communication. It also involves troubleshooting complex inquiries with urgency and coordinating with internal teams like operations, product, and engineering to achieve timely solutions. The individual will document client interactions and identify trends to suggest product or process improvements.

Success in this role means ensuring client satisfaction and retention by delivering high-level support. This involves a deep understanding of loan officer workflows and administrative support, coupled with strong communication skills and a problem-solving mindset. The concierge will contribute to Figure's mission of transforming capital markets through blockchain by enhancing client experiences with their lending solutions.

The annual salary for this role ranges from $80,800 to $121,200.

Skills that matter here

• customer support: This role requires serving as the primary point of contact for B2B clients, delivering personalized, concierge-level support.
• account management: The position involves building and maintaining strong B2B relationships through proactive communication.
• client success experience: A core responsibility is guiding clients through lending product features and processes, and ensuring their overall satisfaction.
• mortgage, lending, fintech, or financial services: Experience in these sectors is preferred, as the role involves supporting clients within the lending industry.
• Loan Officer workflows: A strong understanding of these workflows is necessary to effectively guide clients and resolve their inquiries.
• communication skills: Exceptional written and verbal communication, with a professional tone, is essential for client interactions and internal coordination.

Who this role suits

• A person who thrives in a client-facing role, consistently delivering high-touch support to business partners.
• Someone with a proactive and solutions-oriented approach, capable of anticipating client needs and resolving complex issues under pressure.
• An individual who excels at managing multiple priorities while maintaining meticulous attention to detail in client interactions and record-keeping.
• A professional who can effectively coordinate with various internal teams to ensure timely and complete client resolutions.

From the employer

What You’ll Do

• Serve as the primary point of contact for Loan Officers, Executives, and their teams, delivering personalized, concierge-level support
• Build and maintain strong B2B relationships through consistent, proactive communication
• Guide clients through lending product features, processes, and issue resolution
• Anticipate client needs and provide solutions before issues arise
• Troubleshoot and resolve complex inquiries with a sense of urgency and accountability
• Coordinate cross-functionally with internal teams (operations, product, engineering) to ensure timely resolutions
• Maintain detailed records of client interactions and follow-ups
• Identify trends in client feedback and recommend improvements to products or processes

What We Look For

• 5-7+ years of customer support, account management, or client success experience in a B2B environment
• Experience in mortgage, lending, fintech, or financial services strongly preferred
• Strong understanding of Loan Officer workflows and administrative support structures
• Exceptional communication skills (written and verbal) with a polished, professional tone
• Proven ability to manage multiple priorities while maintaining attention to detail
• Problem-solving mindset with a proactive, solutions-oriented approach

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement