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About Figure

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation.

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the financial technology space.
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About the Role

We’re looking for an Operations Quality Assurance Specialist to join our growing Customer Operations team in Reno, NV or Charlotte, NC! As a Quality Assurance Specialist, you’ll ensure that Figure is mitigating risk through ongoing review of customer success interactions, confirm loan processing adherence according to Figure’s Policies and Procedures, and work with leaders to provide feedback to give the best possible customer experience. You will be a part of a budding team within the Customer Operations department. This is a great opportunity to own the QA process with a fast-growth startup!

What You’ll Do

• Evaluate and provide feedback on how Customer Care and Customer Operations teams interact with customers by monitoring, reviewing and scoring calls, chats, emails, and tasks
• Coordinate and participate in calibration sessions with Customer Operations teams to ensure consistent application of quality standards
• Act as a subject matter expert to ensure all Customer Operations Team members are meeting our quality expectations and providing a positive experience for all customers
• Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements
• Establish yourself as a subject matter expert on all of Figure’s products and services, maintaining a current and comprehensive knowledge base.
• Determine and reinforce high customer service and accountability standards
• Support “ad-hoc” analytical and operations related projects

• A portion of time will be dedicated to assisting the Operations teams by handling interactions, task processing, or additional responsibilities as assigned

What We Look For

• 2+ years of experience with working in a customer contact center environment with a focus on employee mentoring and development
• Previous experience working in a Quality Assurance role is a plus
• Knowledge of the financial services regulatory environment
• Focused, self-motivated and reliable with the ability to stay focused on a task and work independently
• Ability to learn and perform all duties of Customer Care and Customer Operations agents, including but not limited to completing tasks, emails, chats and having phone interactions with customers
• Ability to build rapport and trust with teams cross-functionally and across all levels
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
• Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
• Ability to thrive in a fast-paced startup company

Benefits and Perks

• Competitive salary and growth opportunities
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks paid family leave
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!

Location: Charlotte - Hybrid

For CO, NY, CA, and WA residents, the salary range for this position is $49,280-$61,600 with a competitive performance-based bonus structure. Actual compensation may vary based on individual candidate experience and location. Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee 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.