Customer Success Associate

About Figure 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 $22 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. We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance . About the Role We are looking for driven, customer service-oriented teammates, curious about innovative blockchain technology and financial services. In a CSA role, you will learn all things Figure by sitting in the heart of the action: providing product, technical and educational support to our potential and existing customers. Your effective communication, problem-solving solving and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success. You will keep Figure accountable to its customers by troubleshooting problems and providing solutions with knowledge and empathy. What You’ll Do Be the first point of contact and advocate for our customers Handle customer inquiries via omni-channel communication and process applications with exceptional customer service Educate customers on Figure and our products with knowledge and enthusiasm Promote brand recognition and loyalty by ensuring unrivaled support to our customers via phone, chat interactions and email Gather key insights and assist in process improvement for Figure’s products and services and the impact to our customer experience Provide technical support and troubleshooting on a variety of potential issues Conduct video notary sessions with attention to detail and professionalism and follow up daily with multi vendor coordination when needed Participate in new training and licensing programs to expand the team’s capabilities Contribute to an exciting and vibrant office environment and team dynamic What We Look For *All external candidates must reside in the state of Hawaii* BA/BS from an accredited university preferred with 1+ years in a customer-facing role Having an Mortgage Loan Originator (MLO) license that was active within the last 5 years in the state of Hawaii is preferred The ability to obtain Hawaii MLO licensing within 60 days of hire is required for this role Proven background in being a dependable and reliable team player Flexibility and adaptability to ongoing refinements in process and structure Confident, friendly and compassionate communication skills Successfully complete the required compliance trainings Adhere to all company security policies and data handling procedures Complete mandatory security awareness training within required timeframes Promptly report any suspected security incidents or suspicious activity to the Security team 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 Role Details: This is a fully in-office position; there are no hybrid opportunities available for this location. Salary Base Compensation Range: $26.83 - $32.79…