Account Administration Associate

About the Role

We are looking for driven, customer service-oriented teammates curious about innovative blockchain technology and financial services. In the AAA role in the Servicing department, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our existing customers and third parties across multiple loan products.

• Be the first point of contact and promote brand recognition by ensuring unrivaled support to our customers via email and outbound calls.
• Handle customer and third‑party inquiries via omnichannel communication with exceptional customer service for all of Figure’s products.
• Educate customers on servicing processes and procedures with knowledge and enthusiasm.
• Conduct loan administration duties such as loan documentation reviews/requests, payment assistance processing, and related tasks.
• Gather key insights and assist in process improvement for Figure’s products and services and their impact on the customer experience.
• Collaborate and process requests from other Figure internal operational departments.
• Provide technical support and troubleshooting on a variety of potential issues.
• Contribute to an exciting and vibrant office environment and team dynamic.

• 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, and 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.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required time frames.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

Salary:
Up to $71,000 a year in total compensation, with a 15% annual bonus target paid monthly.

Benefits include:

• 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.

Depending on your residential location, certain laws may regulate the way Figure manages applicant data. California residents, please review our California Employee and General Workforce Privacy Notice for further information.

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.