Customer Success Associate

Summary

Join us at Figure, a financial technology firm that's maximizing the value of homeownership in ways that benefit consumers and the industry alike. We're looking for customer service teammates to join our growing segment of the company.

Requirements

• BA/BS from an accredited university preferred with 1+ years in a customer facing role
• 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
• Ability to become a licensed e-notary including passing the Figure and state required background check
• Successfully complete the required compliance trainings
• A positive and problem solving approach to customer service
• Ability to instill trust and rapport with prospects and customers
• Process-driven organizational skills
• A quick and flexible learning style, comfortable with new technology platforms

Responsibilities

• Be the first point of contact and advocate for our customers
• Handle customer inquiries via omni-channel communication (phone, chat and email) and process applications with exceptional customer service – and ideally leading to improved brand recognition, loyalty and referrals
• Educate customers on Figure and our products with knowledge and enthusiasm
• Gather and share key insights that assist in improving Figure’s products, services and customer experience generally
• Provide technical support and troubleshooting with patience – whether it’s a glitch or a customer needs help navigating our digital processes
• Conduct video notary sessions with attention to detail and professionalism; maintain thorough follow up with multiple stakeholders when needed (once licensed as e-notary – see section below)
• Participate in company sponsored training and licensing programs to expand your skillset and the team’s overall capabilities
• Contribute to an exciting and vibrant office environment and team dynamic

Benefits

• Competitive salary and growth opportunities
• Monthly Performance Incentive Bonuses
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Great location in Downtown Reno
• Fully stocked kitchen, onsite gym
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks paid family leave
• Continuing education reimbursement
• Routine Team swag deliveries!