Customer Support Specialist
AffiniPaySalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, Blockchain, Financial ServicesIndustries
Requirements
- 1+ years in a customer-facing role
- BA/BS from an accredited university preferred
- Ability to become a licensed e-notary, including passing the Figure and state required background checks
- Successfully complete the required compliance training
- Dependable and reliable team player who thrives in a fast-paced, high-volume environment
- Adaptable and open to change as processes evolve
- Clear, confident, and compassionate communication skills
- Solutions-oriented mindset and commitment to providing an outstanding customer experience
- Ability to build trust and rapport with customers over the phone and in writing
- Process driven organizational skills
- A quick and flexible learning style with the ability to navigate new technology platforms
Responsibilities
- Champion the customer support experience as the first point of contact for prospective and existing customers managing inbound calls, chats, and emails to provide expert guidance on our products and their applications
- Help customers navigate the application process, troubleshoot issues, and resolve concerns with empathy and efficiency
- Promote brand trust and loyalty by delivering exceptional support to our customers via phone, chat interactions and email
- Identify trends, gather key insights, and contribute ideas to improve customer support processes and product experience
- Provide technical support and troubleshooting on a variety of platform issues
- Conduct video notary sessions with attention to detail and professionalism
- Participate in new training and licensing programs to grow your skills and support team goals
- Contribute to a high-energy, collaborative team environment in the Customer Support Center
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What kind of work environment can I expect in this role?
This is a call center environment where you'll handle inbound phone calls, chats, and emails in a fast-paced setting.
What are the key skills needed for the Customer Success Associate role?
Strong communication skills, problem-solving ability, attention to detail, empathy, and efficiency are essential, along with the ability to provide technical support.
What does a typical day look like for a Customer Success Associate?
You'll champion customer support by managing inbound calls, chats, and emails, helping customers navigate applications, troubleshooting issues, conducting video notary sessions, and identifying process improvements.
What is the company culture like at Figure?
Figure fosters a high-energy, collaborative team environment focused on innovation in blockchain and financial services, with driven, customer-focused teammates who are curious about technology.
What makes a strong candidate for this Customer Success Associate position?
Candidates who are customer-focused, driven, skilled in communication and problem-solving, and eager to learn about blockchain products and participate in training will stand out.
Figure
Blockchain-based home equity lending solutions
About Figure
Figure is a financial technology company that uses blockchain technology to improve financial transactions, specifically in the home equity lending market. It offers products like Home Equity Lines of Credit (HELOCs) and mortgage refinancing, allowing homeowners to access their home equity quickly and efficiently. The application process is fully online, enabling homeowners to receive funds in as little as five days, which is much faster than traditional banks that can take weeks or months. Figure ensures secure and cost-effective transactions through blockchain, and it generates revenue from origination fees and interest on loans, with competitive rates starting at 3.49% APR. Targeting homeowners across various U.S. states, Figure aims to meet the demand for quick access to home equity for purposes like home improvements or debt consolidation.
San Francisco, CaliforniaHeadquarters
2018Year Founded
$406.6MTotal Funding
SERIES_DCompany Stage
Fintech, Crypto & Web3Industries
201-500Employees
Benefits
Health & wellness - Figure pays 100% of premium costs for employees and dependents for medical, dental, and vision insurance (with the exception of costs associated with the buy-up medical plan.)
Continuing education - Figure will reimburse eligible employees for approved continuing education that either offers growth in an area related to his or her current position or that may lead to promotional opportunities.
Flexible time off - We offer 10 company-wide holidays plus one personal holiday, generous Flexible Time Away (FTA), Paid Time Off (PTO), and Paid Parental Leave.
Bonus & stock options - Figure’s Bonus Plan recognizes and rewards eligible employees’ efforts and contributions. Eligible employees are also granted an option to purchase a set number of shares of Figure’s common stock.
Risks
Recent layoffs may indicate financial instability or restructuring challenges.
New piggyback loan product could increase financial risk amid housing affordability issues.
Volatile crypto market could impact Figure's blockchain initiatives.
Differentiation
Figure uses blockchain to offer fast, secure home equity access in five days.
The company provides a fully online application process, unlike traditional banks.
Figure's competitive interest rates start as low as 3.49% APR.
Upsides
Increased blockchain adoption boosts Figure's secure transaction offerings.
Figure Connect taps into the demand for liquid private capital markets.
Michael Tannenbaum's appointment as CEO suggests potential for growth.
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