Job Description

Position Title

1649- Client Advocate Sr.

Location

Nationwide, MI 48098The Sr. Customer Service Representative (“CSR”) will be responsible for answering inbound telephone calls from consumer & business banking customers regarding questions and issues on their accounts (e.g., account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the Sr. CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-selling basic products and services.

Job Responsibilities:

JOB RESPONSIBILITIES

Customer Service

• Handle all Banking call types, such as business banking and/or branch support, upon completion of additional call type training.
• Use critical thinking skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers.
• Perform and explain interest and product-related calculations.
• Escalate issues to management and/or second levels appropriately.
• Document case details in a thorough, accurate manner.
• Capture complaint and Voice of the Customer feedback.
• Document customer account maintenance requests for management and second level department review.
• Meet and exceed customer satisfaction expectations.

Sales

• Provide customers with information about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customers.
• Guide customers through and/or complete application process for advanced products.
• Create sales referrals that include detailed prospect and product information.
• Answer questions and overcome customer objections to close sales opportunities.

Operations/Training

• Maintain familiarity with systems and applications to research inquiries.
• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers.
• Complete required soft skills and additional call type training classes.
• Complete all required eLearning classes.
• Complete second level rotations to develop knowledge of sales process and operations.
• Actively participate in monthly performance meetings; meet or exceed all performance metrics.
• Recognize and communicate the need for potential additions and/or modifications to current policies and procedures.
• Provide leadership to others through side-by-side coaching of new hires and existing agents on calls.
• Perform additional responsibilities as assigned by management.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state, and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
• Minimum experience required: 1+ Years Banking Experience and 2+ Years Customer Services Experience.

Preferred Qualifications:

• Prior knowledge of Call Center Operations.
• Sales Experience.

Job Competencies:

• Compliance - Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
• Collaboration - Understands the importance of relationships to enable effective teamwork. Modifies personal style, focuses on the needs of others, and listens effectively to ensure effective outcomes for group endeavors.
• Results Focus - Takes a dynamic approach to work characterized by initiating decisions and actions. Concentrates on achieving the outcomes of a process or project while adhering to the overall strategy of the organization. Creates a culture of accountability and performance.
• Work Ethic - Demonstrates attributes of ethical behaviors, high personal standards, and sound work ethic all employers should expect of employees. Consistently treats others with respect and understanding. Responds in a timely manner to all customers and co-workers.
• Communication - Excellent verbal and written communications skills as well as good listening skills and telephone technique with well-developed customer service skills.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters & supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.
• Exceptional analytical and critical thinking skills and an ability to think quickly under pressure. Ability and willingness to work in a team environment, demonstrated ability to look for ways to improve and promote quality. Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs and willingness to work the varying shifts including evening and weekends.
• Travel Requirements: None
• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$17.47 - $27.90

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.