Licensed Customer Success Associate

Job Description

Figure is seeking a driven and customer service-oriented Licensed Customer Success Associate to join their team. This role is at their Honolulu, HI location. The Customer Success Associate will be at the heart of the action, providing product, technical, and educational support to potential and existing customers. The ideal candidate will possess effective communication, problem-solving skills, and attention to detail to contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success.What this role involves:

• Being the first point of contact and advocate for customers.
• Handling customer inquiries via omni-channel communication and processing applications with exceptional customer service.
• Educating customers on Figure and its products with knowledge and enthusiasm.
• Promoting brand recognition and loyalty by ensuring unrivaled support to customers via phone, chat interactions, and email.
• Gathering key insights and assisting in process improvement for Figure’s products and services and the impact on customer experience.
• Providing technical support and troubleshooting on a variety of potential issues.
• Conducting video notary sessions with attention to detail and professionalism and following up daily with multi-vendor coordination when needed.
• Participating in new training and licensing programs to expand the team’s capabilities.
• Contributing to an exciting and vibrant office environment and team dynamic.

Requirements:

• BA/BS from an accredited university preferred with 1+ years in a customer-facing role.
• The ability to obtain Missouri MLO licensing within 60 days of hire is required.
• 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.
• Successfully complete the required compliance trainings.
• 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.

What this role offers:

• 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.