About Figure

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. 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 financial technology space.

FastCo Most Innovative Companies

Forbes Top 50 Blockchain Companies

About the Role

The Contact Center Knowledge Base Content Specialist is responsible for developing, organizing, and maintaining the content for the contact center's policies, procedures and knowledge base. This role ensures that all policy and procedure documents and knowledge base articles, are clear, accurate, and helpful, enabling customer service agents to find solutions quickly and efficiently. This individual must be intimate with the Lending Operations processes and thoroughly understand the roles of each within the contact center.

What You’ll Do

• Create, edit, and maintain customer operations policies and procedures documents.
• Create, edit, and maintain knowledge base articles, FAQs, guides, and other documentation.
• Collaborate with subject matter experts to gather, verify information, update and approve information.
• Ensure content is accurate, up-to-date, and aligned with company standards.
• Organize content into logical categories and subcategories.
• Implement and adhere to company content templates and style guides.
• Regularly review and update content to ensure relevance and accuracy.
• Conduct regular audits of the knowledge base to identify gaps and areas for improvement.
• Implement feedback from users to enhance the usability and effectiveness of the content.
• Provide training or workshops on using the knowledge base effectively.
• Monitor usage metrics and analyze data to understand content performance.
• Use data-driven insights to inform content strategy and development.
• Assist with training materials QC/updates as needed.

What We Look For

• Preferred Bachelor's degree in Communications, English, Information Management, or a related field, or equivalent experience.
• Preferred experience in contact center or customer support role, Lending experience a plus.
• Minimum one year experience in content creation, technical writing, or a similar role.
• Strong writing, editing, and proofreading skills.
• Familiarity with knowledge management systems and content management software.
• Ability to work collaboratively with cross-functional teams.
• Excellent organizational and time-management skills.
• Attention to detail and commitment to quality.
• Knowledge of SEO best practices.

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!

The salary range for this position is $53,680 - $67,100 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that 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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