Collections Associate Charlotte, NC

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI‑driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $17 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.

As a Collections Associate, you will be responsible for contacting borrowers with early‑stage overdue payments to negotiate and facilitate the resolution of outstanding debts. You will work closely with borrowers to establish payment plans, answer inquiries, and provide assistance in bringing accounts up to date. Your objective is to recover outstanding balances while maintaining positive customer relationships and adhering to applicable laws and regulations.

• Initiate communication with borrowers with overdue accounts via phone, email, or written correspondence.
• Follow established procedures and applicable regulations for reaching out to borrowers and documenting all communication.
• Negotiate repayment plans or settlements with borrowers based on their financial situation and the organization’s policies.
• Provide information on available payment options and guide borrowers through the process of resolving their outstanding balances.
• Address inquiries from borrowers regarding their accounts, payment history, and related matters.
• Maintain a professional and courteous attitude, ensuring positive interactions even in challenging situations.
• Document all interactions with borrowers, including details of conversations, agreements, and any promised payments.
• Update and maintain accurate records of accounts, payments, and communication history.
• Ensure compliance with relevant laws, regulations, and industry standards governing debt collection practices (e.g., Fair Debt Collection Practices Act).
• Provide regular updates and reports on collection activities, progress, and any issues to supervisors or management.

• 1‑2 years of experience with default or in‑house collections, 0‑60 day delinquency preferred.
• 1‑2 years of experience in a contact center environment.
• Previous experience in mortgage, financial services or banking preferred.
• Strong communication and negotiation skills.
• Familiarity with debt collection laws and regulations.
• Ability to handle difficult conversations and maintain composure under pressure.
• Proficient in using computer systems, databases, G Suite, and relevant software.
• Able to commute to our Charlotte, NC office on a hybrid basis.
• A quick and flexible learning style with the ability to navigate new technology platforms.
• A positive and problem‑solving approach to customer service.
• Excellent communication and relationship‑building capabilities.
• Ability to instill trust and rapport with customers.
• Strong organizational and prioritization skills.
• Flexibility and adaptability to ongoing refinements in process and structure.
• Monthly bonus can range: $0 - $3,000/month.
• Comprehensive health, vision, and dental insurance with 100% employer‑paid premiums for employees and their dependents on select plans.
• Company HSA, FSA, Dependent Care, 401(k), 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.

Figure will not sponsor work visas for this position. 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.

As set forth in Figure Lending’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.