Client Advocate Resolution Specialist Lead

Flagstar Bank

82d • $27 - $31

About The Position

The Senior Resolution Specialist Lead is a key representative of Flagstar’s client experience, responsible for managing and resolving complex client issues both through direct interactions and off-call case work. The Senior Resolution Specialist will ensure that client concerns are addressed thoroughly, creating detailed documentation, and conducting follow-ups to guarantee that inquiries are resolved in an accurate and timely manner. The Senior Resolution Specialist will serve as our Business Unit Designee (BUD), driving complaint resolution across multiple channels. In addition to client-facing responsibilities, the Senior Resolution Specialist will perform case work and off-call activities, such as researching client issues, collaborating with internal teams, and supporting process improvements. Additionally, the Senior Resolution Specialist has mastered client-facing roles within the Customer Engagement Center (CEC). As a Subject Matter Expert (SME), the Senior Resolution Specialist will be critical in the ongoing education and success of all client-facing team members within the CEC. Senior Resolution Specialist will focus on developing the next generation of talent within the CEC while developing their own innate coaching and leadership skills. A high-performing Senior Resolution Specialist may have the opportunity to advance to Contact Center Assistant Manager, overseeing the day-to-day operational success of Client Advocates.

Requirements

• Experience in client-facing roles, preferably in a customer service or resolution capacity.
• Strong communication skills, both oral and written, with the ability to interact with all organizational levels.
• Ability to perform research and investigation of customer issues.
• Experience in managing complex client interactions and resolving complaints.
• Strong analytical skills to perform root cause analysis and moderate risk analysis.
• Ability to work independently and manage multiple case queues effectively.

Nice To Haves

• Experience in a leadership or mentoring role within a customer service environment.
• Familiarity with regulatory and compliance policies related to banking.
• Experience with Learning Management Systems (LMS) for training and compliance.

Responsibilities

• Handles complex client interactions in a professional manner utilizing discretion in balancing risk and reputation while delivering exceptional client experience.
• Governs complaint intake sources, such as email and complaint portals, and accepts escalated phone calls for prompt handling and resolution.
• Works closely with Executive Leadership on complaint cases, communicating complaint status updates and findings frequently through resolution.
• Performs research and investigation of customer issues and requests in systems and applications.
• Partners with business units to diagnose, resolve, and perform root cause analysis to determine appropriate resolution.
• Utilizes appropriate interpersonal styles and communicates effectively, both orally and in writing, with all organizational levels including Executive Leadership.
• Acquires necessary information from customers and systems to understand the nature of the concern.
• Performs moderate risk analysis to determine reputation and/or risk and exercises good judgement and due diligence on resolutions.
• Manages dedicated team case queues ensuring adherence to regulatory and bank policies and procedures.
• Autonomously manages a case worklist which includes maintenance requests, callback requests, complaints, survey responses, etc.
• Documents correspondences received and responses sent in the case-logging system for effective reporting and auditing.
• Participates in projects and initiatives by providing input on service and process improvement based on customer contacts.
• Collaborates with clients and advocates to address their concerns effectively.
• Provides a comprehensive assessment and educational support related to their initial inquiries.
• Identifies trends in recurrent client complaints and partners with leadership to document issues.
• Serves as a leader, mentor, and coach for Client Advocates through ad-hoc and skill development-based discussions.
• Ensures timely and successful completion of all assigned compliance, procedure, and product Learning Management System (LMS) courses.
• Attends meetings such as team huddles, scorecards, education and one-on-one meetings with direct leadership.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Comprehensive leave program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees