Figure is hiring Web3 Web3 Director, Servicing and Collections

Desired Qualifications

• Bachelor’s degree is required and masters is preferred.
• Minimum of eight (8) years in the financial service/ lending industry with five (5) years mortgage or HELOC experience.
• Minimum of five (5) years in a leadership position for large servicing/collections operations center
• Proven ability to successfully manage a large and growing team and meet or exceed corporate objectives
• Strategic thinker, strong hands-on leadership skills with the ability to influence and persuade others across organizational boundaries.
• Deep understanding of industry metrics, best practice operations and cutting edge technologies to provide excellent customer service and effective delinquency management
• Ability to excel with metrics based KPIs, meet critical deadlines and to multi-task and manage time and resources efficiently across multiple objectives
• Knowledge and proven success in loan servicing (preferably mortgage or HELOC), collections operations strategies, strategic planning, and execution.
• Familiarity with Federal, State and Local regulations as it pertains to loan servicing and collections
• Successful operating experience with omnichannel communications, ACD/IVR and staff scheduling software
• Valid NMLS Servicing/ Collections License (s) and/or the ability to obtain state specific license in all required states within 180 days of employment.
• Demonstrated comfort and confidence in presenting to investors
• Demonstrate strong verbal and written communication skills including presentations for internal/external stakeholders.
• Demonstrated ability to evaluate activities and support related corporate strategies.
• Demonstrated communication, analytical, problem solving and decision-making skills with ability to comprehend and suggest modification to technical computerized systems.
• Demonstrated proven success managing a geographically dispersed workforce
• Ability to travel up to 25% of the time

Duties & Responsibilities

• Develop and execute on the strategy of the Figure Servicing Operations team
• Lead, develop and motivate a multi-site Customer Support team to deliver to established goals, objectives and KPIs
• Accept accountability for customer service, delinquency prevention, and roll rate objectives
• Identify and react to data-driven insights on Key Performance Indicators (KPI) and standardized business metrics
• Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives
• Partner with product on practical project solutions regarding system feature/functionality and/or process enhancements.
• Manage dashboards and reports to leadership
• Continue to develop and implement methods to record, assess, and analyze customer feedback across their journey
• Lead, manage, and develop direct and indirect team members to increase talent, diversity, capabilities, and drive performance
• Participate in the recruitment of industry-leading talent to build a high-performing team
• Examines daily workload volumes to prioritize work efforts and maximize return on investment.
• Directs guides and influences staff in handling all types of situations to determine the most effective method of operation
• Handle internal human resource matters such as reviews, promotions, disciplinary actions, terminations, etc., in conjunction with that department.
• Able 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) .
• Participate as a member of the Lending Operations and Servicing Senior Leadership team; partner with other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization
• Partner, 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.
• Manage and implement department budget
• Support leadership team in systems / operations processes, customer relations & issue resolution, if escalation required

Soft Skills

• Customer Experience improvement strategies preferred.
• Experience with operating and working with various lending (Loan Originations and Servicing) systems.
• Experience working in a start-up and/or consulting environment.
• Experience using Notion and Google Suite (Docs, Sheets, Slides)

Salary & Benefits

• 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!

Our Company

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

In five 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!

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