What You’ll Do:

📍Team Management: Provide strong leadership to a team, fostering a positive and collaborative work environment. Set clear expectations, motivate team members, and promote professional development. 📍Performance Improvement: Oversee team performance closely, including ensuring key metrics, productivity, efficiency, and quality standards are met. Provide regular feedback, coaching, and performance evaluations to drive continuous improvement. 📍Coaching and Development: Keep the team up-to-date on product knowledge, best practices, and company policies to enhance their skills and performance. 📍Quality Assurance: Maintain quality assurance processes and ensure that customer interactions are handled with professionalism and accuracy. 📍Workforce Management: Oversee the day-to-day operations of the customer support team, ensuring that agents are empowered. Coordinate with Business Support Teams as needed to meet service level agreements (SLAs). 📍Compliance and Policy Adherence: Ensure team adherence to Figure’s policies and standards. 📍Agent Supervision: Manage and process administrative tasks related to employees, such as disciplinary actions, performance records, and PTO. 📍Communication and Coordination: Serve as a liaison between the customer success team and other departments such as HR and IT to address any employee concerns.

What We Look For

📍BA/BS from an accredited university (preferred). 📍4+ years of experience in a customer-facing role. 📍1+ years of experience in a supervisory or team management role, in a customer support or contact center environment. 📍Ability to obtain Mortgage Loan Originator License (or other licenses) based on business needs or requirements. 📍Leadership Experience can be substituted for equivalent time in a CSA Senior or Specialist role. 📍An experienced leader who fosters a value-based culture, with respectful interactions, behaviors, and attitudes. 📍Previous experience in mortgage, financial services, or banking. 📍Excellent problem-solving skills and ability to find innovative solutions to complex issues.
📍Ability to successfully thrive in a fast-paced, dynamic environment and adapt to changing priorities. 📍A positive and problem solving approach to customer service. 📍Confident, friendly, and compassionate communication skills, with the ability to effectively communicate with team members and the leadership team.