You have to be willing to deal with upset people most of the time because incoming calls are typically people with minimal computing skills and/or it is actually a technical issue that has it's root causes from Figure itself.
When hired there I did not know i would be working at a call center even though they have hybrid work from home option, all that I knew was that figure was an online lender containing a fully automated underwriting system. Figure recruiting did a very good job not disclosing that it is definitely a call center environment.
When training was done I still didn't really know exactly what my job duties were, but i think i am more knaive than most, so I gave the place the benefit of the doubt being that they do such a good job displaying what a great work place environment that offers free food. I figured that since I was new at fintech why not try it out even though it was a call center.
When I began to actually started doing the job, I was getting paid 22/hour , (with no 401k matching that is usually a deal breaker for me but I disreagarded this one time due to my 1st fintech job) they fully paid medical insurance premium (a good thing, but wouldn't bother me if it wasn't) but i'd rather have a higher wage and have them take insurance from my paycheck.
At first, all I had to do was answer applicant's question in the origination call center via a telephony system including chat, emails, and of course inbound calls. Then I was told to work with Loan officers, since I had previous experiences in financial industry for 20 plus years, it was not a problem for me, and really just needed to brush up my skills to learn their system .
Once i was up to speed with using their systems, they kept increasing the work load and responsiblities, without any pay increases ever, management was still expecting you to meet their unrealistic goals (designed by AI more than likely).
By the end, I was being terminated for performance reasons, and since there's no transparency with management, you have to trust them, you really have no idea if other workers are even doing the same work or even work load as you, but you are supposedly all doing the same thing as per management...when I asked them to present proof of that, they can't show you that info. To me that is an unacceptable work practice amongst many others i witnessed there, the fact that I was doing origination interactions, servicing interactions, notary sessions, mortgage loan officer interactions, and never got a pay increase. 3x increase in responsibilities and additional work load increase after only a year and a half of working there should have been a warning shot across my bow, but again i gave them the benefit of doubt that things would improve.
I can't belive the attrition rate there, there is no retention plan to keep employees from leaving there, every time they train a class you see people quit or get fired, it's like a vicious cycle, totally demoralizing if you keep working there to see this. My class of 15 people only had 5 left after a year (and I was 1 of the 5), and 2 of them made some kind of early arrangement to be transferred to QA or Post Close departments shortly after being trained in origination, these jobs were never offered to me.
