Account Administration Associate
Figure is a financial technology company offering home equity lines of credit (HELOCs) with a fast, 100% online application process. They leverage technology to provide quick approvals and funding, serving households looking to use their home equity for debt consolidation, home improvement, or other financial goals. They also offer partnerships and services for the broader financial market.
About Figure Technology Solutions, Inc.
Figure is a financial technology company that provides home equity lines of credit (HELOCs) and other lending products. As the #1 non-bank HELOC lender in the U.S., they have served over 201,000 households. Figure's platform leverages cutting-edge technology, including AI, to offer a fast and efficient online application process, with approvals in as little as 5 minutes and funding in as few as 5 days. Their goal is to create more transparent and efficient capital markets. In addition to direct-to-consumer lending for purposes like home improvement, debt consolidation, and education, Figure also offers a partnership ecosystem for lenders, banks, and other businesses. Their product suite includes Figure HELOC, DSCR Loans, Cash-Out Refinance, and Crypto-Backed Loans.
Skills
About the Role
You'll be the first point of contact for Figure's customers, delivering unrivaled support via email and outbound calls while promoting brand recognition. You'll handle customer and third-party inquiries across omnichannel communication, educating them on servicing processes and procedures with knowledge and enthusiasm. You'll take on loan administration duties such as documentation reviews, payment assistance processing, and more. You'll gather insights to help improve Figure's products and services, collaborate with internal operational departments, and provide technical support and troubleshooting on a variety of issues. You'll contribute to a vibrant office environment while adhering to company security policies and completing required compliance and security awareness training.
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
- 2 years of loan administration functions (Escrow, subordinations, payments, etc) 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
Responsibilities
- Serve as the first point of contact for customers via email and outbound calls
- Handle customer and third-party inquiries via omnichannel communication
- Educate customers on servicing processes and procedures
- Conduct loan administration duties such as documentation reviews and payment assistance processing
- Gather insights and assist in process improvement for products and services
- Collaborate and process requests from other internal operational departments
- Provide technical support and troubleshooting on a variety of issues
- Contribute to office environment and team dynamic
- Adhere to company security policies and data handling procedures
- Complete mandatory security awareness training within required timeframes
- Promptly report suspected security incidents or suspicious activity to the Security team
Benefits
- Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
- Employer-paid life and disability insurance
- 11 observed holidays and PTO plan
- Up to 12 weeks of paid family leave
- Continuing education reimbursement