Customer Success Associate

Together with our 170+ partners, we’ve originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

About the Role

We are looking for driven, customer service-oriented teammates, curious about innovative blockchain technology and financial services. In a CSA role, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our potential and existing customers.

Your effective communication, problem-solving 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 with knowledge and empathy.

What You’ll Do

Be the first point of contact and advocate for our customers

Handle customer inquiries via omni-channel communication and process applications with exceptional customer service

Educate customers on Figure and our products with knowledge and enthusiasm

Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions and email

Gather key insights and assist in process improvement for Figure’s products and services and the impact to our customer experience

Provide technical support and troubleshooting on a variety of potential issues

Conduct video notary sessions with attention to detail and professionalism and follow up daily with multi vendor coordination when needed

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

*All external candidates must reside in the state of Hawaii*

BA/BS from an accredited university preferred with 1+ years in a customer-facing role

Having an Mortgage Loan Originator (MLO) license that was active within the last 5 years in the state of Hawaii is preferred

The ability to obtain Hawaii MLO licensing within 60 days of hire is required for this 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

Successfully complete the required compliance trainings

Adhere to all company security policies and data handling procedures

Complete mandatory security awareness training within required timeframes

Promptly report any suspected security incidents or suspicious activity to the Security team

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

Role Details:

This is a fully in-office position; there are no hybrid opportunities available for this location.

Salary

Base Compensation Range: $26.83 - $32.79/hr

This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate’s experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

Benefits

Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plansCompany HSA, FSA, Dependent Care FSA, 401(k), and commuter benefitsEmployer-paid life and disability insurance11 observed holidays and PTO planUp to 12 weeks of paid family leaveContinuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing  and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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