About the company
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!
Job Summary
What You Will Do
šDevelop and execute on the strategy of the Figure Servicing Operations team šLead, develop and motivate a multi-site Customer Support team to deliver to established goals, objectives and KPIs šAccept accountability for customer service, delinquency prevention, and roll rate objectives šIdentify and react to data-driven insights on Key Performance Indicators (KPI) and standardized business metrics šIdentify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives šPartner with product on practical project solutions regarding system feature/functionality and/or process enhancements. šManage dashboards and reports to leadership šContinue to develop and implement methods to record, assess, and analyze customer feedback across their journey šLead, manage, and develop direct and indirect team members to increase talent, diversity, capabilities, and drive performance šParticipate in the recruitment of industry-leading talent to build a high-performing team šExamines daily workload volumes to prioritize work efforts and maximize return on investment. šDirects guides and influences staff in handling all types of situations to determine the most effective method of operation šHandle internal human resource matters such as reviews, promotions, disciplinary actions, terminations, etc., in conjunction with that department. šAble to resolve problems or situations using company or standardized procedures and policies, and comply with laws and regulations, such as the Fair Debt Collections and Practices Act (FDCPA), Grahm-Leach-Bliley (GLB), Telephone Consumer Protection Act (TCPA), and Fair Credit Reporting Act (FCRA) . šParticipate as a member of the Lending Operations and Servicing šSenior Leadership team; partner with other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization šPartner, communicate, and facilitate collaborative interactions with peer organizations to ensure objectives, tactics, and long-term strategies are aligned and executed appropriately to achieve business goals. šManage and implement department budget šSupport leadership team in systems / operations processes, customer relations & issue resolution, if escalation required
What We Look For
šBachelorās degree is required and masters is preferred. šMinimum of eight (8) years in the financial service/ lending industry with five (5) years mortgage or HELOC experience. šMinimum of five (5) years in a leadership position for large servicing/collections operations center šProven ability to successfully manage a large and growing team and meet or exceed corporate objectives šStrategic thinker, strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries. šDeep understanding of industry metrics, best practice operations and cutting edge technologies to provide excellent customer service and effective delinquency management šAbility to excel with metrics based KPIs, meet critical deadlines and to multi-task and manage time and resources efficiently across multiple objectives šKnowledge and proven success in loan servicing (preferably mortgage or HELOC), collections operations strategies, strategic planning, and execution. šFamiliarity with Federal, State and Local regulations as it pertains to loan servicing and collections šSuccessful operating experience with omnichannel communications, šACD/IVR and staff scheduling software šValid NMLS Servicing/ Collections License (s) and/or the ability to obtain state specific license in all required states within 180 days of employment. šDemonstrated comfort and confidence in presenting to investors šDemonstrate strong verbal and written communication skills including presentations for internal/external stakeholders. šDemonstrated ability to evaluate activities and support related corporate strategies. šDemonstrated communication, analytical, problem solving and decision-making skills with ability to comprehend and suggest modification to technical computerized systems. šDemonstrated proven success managing a geographically dispersed workforce šAbility to travel up to 25% of the time