Account Administration Associate - Remote

Overview

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 Short

• 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

Requirements

• 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 style with the ability to navigate new technology platforms

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 & PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement