Account Administration Associate

About Figure Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We’re helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation. In seven years, we’ve become the country’s #1 non-bank HELOC lender. As a financial technology firm operating at the intersection of regulation and transformation, we’re a “unicorn” – a group of fewer than 1000 companies globally that is valued at $1B or more and has been in operation for less than ten years.  Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. We are motivated, innovative, collaborative, and curious. We value individuals who bring a problem-solving mindset to every task. Every day at Figure is a journey in continuous learning combined with a focus on getting work done that makes a difference. Join us! 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 Account Administration Associate role, 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 1+ years in a customer-facing or administration role BA/BS from an accredited university preferred  Proven background in being a dependable and reliable team player Customer service experience with loan products such as HELOC, Mortgage, Personal Loans 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 > How We Operate This is a full-time hybrid role, based on a 40-hour work week. Current shifts available are Monday - Friday from 7am-4pm pst, or Monday - Friday from 9am-6pm pst. Schedules are assigned after training, and operate on a shift bid structure. In order to promote the best performance possible, top performers are able to bid for their preference in shifts first. Shifts cannot be guaranteed.  Salary Compensation Range: $22/hr Monthly Bonus: Can range anywhere from $0 - $1,300/month Benefits Comprehensive hea...