Figure operates a vertically integrated blockchain-based capital markets platform for consumer assets and digital assets. The platform enables home equity lending, crypto-backed loans, tokenized asset trading, and yield-generating products through the Provenance Blockchain. Figure serves consumers, institutional partners, and investors across the United States.

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Skills

Communication Compliance Customer Operations Customer Service Data Handling Heloc Lending Security Training Troubleshooting

Candidate Availability

Charlotte · Required New Caledonia · Required Hybrid · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will serve as a trusted first point of contact for prospective and existing customers across phone, chat, and email. You will guide customers through applications, resolve blockers, explain financial concepts clearly, troubleshoot customer and platform issues, complete compliance steps accurately, identify trends, support team effectiveness, and participate in training and licensing programs.

Requirements

1+ year of experience in a customer-facing role
Strong verbal and written communication skills
Ability to explain complex information clearly and build trust with customers
Comfort working in a structured, fast-paced, high-volume environment
Strong attention to detail and ability to follow process accurately
Confidence learning new systems and navigating multiple technology platforms
Ability to complete required compliance training
Adherence to company security policies and data handling procedures
Completion of mandatory security awareness training
Ability to report suspected security incidents or suspicious activity

Responsibilities

Serve as a first point of contact for prospective and existing customers across phone, chat, and email
Help customers navigate the application process and resolve blockers
Build expertise in HELOCs and other financial products and processes
Explain complex financial concepts clearly
Provide troubleshooting support for customer and platform issues
Complete compliance-related steps accurately and consistently
Identify trends and share ideas to improve customer experience and team effectiveness
Participate in training and licensing programs

Benefits

Company-paid medical, dental, and vision benefits for employees and dependents on select plans
Paid holidays
PTO
Sick time
Hybrid flexibility after training
Continuing education reimbursement
Paid family leave
New Hire and Anniversary Swag
Employee Recognition Program