Figure is hiring a

Web3 Servicing Operations Supervisor

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology.

In three short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally.

Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. 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 FinTech space!

Forbes America’s Best Startup Employers

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role: The Supervisor role is designed to lead and support a team of CSAs in our Servicing Department. This role will have proven their skills and knowledge in loan servicing and providing an excellent customer experience as well as leading and guiding a team to be their absolute best!

What You’ll Do

• Conduct QA on CSP tasks, chat interactions, email and phone calls
• Handle escalated issues and complaints with a confident and knowledgeable approach and provide a customer resolution quickly and efficiently.
• Conduct monthly performance reviews with each team member
• Partner with Manager to deliver Performance Improvement Plans
• Working knowledge of workforce management planning & processes
• Payoff and Manual Ledger Entry processing
• Partner with Manager on CFC process and review of current trends for continuous improvement of Operations
• Continued CSA operating procedures and application processing as the first point of contact and advocate for our customers
• Engage in respectful interactions, behaviors, and attitudes that foster the Figure culture and support everyone is doing their best work
• Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions, and email
• Participate in new training and licensing programs to expand the team’s capabilities
• Participate in training and on-boarding of new hires

What We Look For

• 1+ year of customer facing experience
• Ability to clearly and confidently communicate with customers, team members, and alternate departments within Figure
• Natural leader within the CSA team with a positive leadership >
• Possess the ability to effectively and transparently provide real time feedback and document performance reviews
• Ability to handle escalated issues with a confident and knowledgeable approach and provide a customer resolution quickly and efficiently
• Ability to lead by example
• Proven success in critical thinking, problem solving, and process improvement
• Must be highly organized and able to manage multiple tasks and duties efficiently

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
• In office, remote, and hybrid work location options
• Home office and technology stipend for those working outside of a traditional office more than 75% of the time
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!

Depending on yourresidential locationcertain laws might regulate the way Figure manages applicant data.California Residents, please review ourCalifornia Employee and Prospective Employee Privacy Noticefor further information.By submitting your application, you are agreeing andacknowledgingthat 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.

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