Customer Experience Advocate Analyst

Flagstar Bank•Troy, SC

20h

About The Position

The Customer Experience Advocate Analyst supports Flagstar’s Customer Experience team, which serves as a central point for feedback from current, former, and prospective customers. The team collects and analyzes Voice of the Customer feedback and survey results, then uses dashboards and reports to identify issues, opportunities, service-level concerns, and potential reputational risks. Its work helps improve policies, procedures, and practices, strengthen customer relationships and loyalty, and increase satisfaction and revenue. The Analyst gathers and interprets customer feedback from multiple sources, prepares recurring and ad hoc reporting, and communicates insights to stakeholders. The role also coordinates complaint-mitigation discussions, tracks experience-improvement actions, and supports the bank’s Enterprise Complaint Management program. The position requires adherence to assigned schedules and flexibility to support occasional evening, weekend, or holiday needs.

Requirements

High school diploma or equivalent, including GED, HiSET, TASC, or foreign equivalent.
At least 2 years of client service and/or contact center experience.
At least 2 years of business writing, reporting, and data analytics experience.
Strong verbal and written communication skills, including the ability to explain complex analysis to varied audiences.
Strong analytical skills, including the ability to identify patterns, trends, and root causes.
Accountability, follow-through, and a record of meeting deadlines and achieving measurable business results.
Ability to balance multiple priorities while maintaining accuracy and attention to detail.
Conflict-resolution skills and professionalism under pressure.
Positive, solutions-oriented approach when interacting with leaders and peers.
Collaborative approach and ability to partner across teams and functions.
Flexibility to adapt to new tools, processes, and changing business needs.
Commitment to accuracy, compliance, and ethical decision-making.
Ability to build and maintain stakeholder relationships through clear communication, proactive collaboration, and cross-functional insights.
Ability to build trusted internal or external client relationships by identifying needs and delivering tailored solutions.
Ability to support a positive work culture and productive environment.
Ability to meet the role’s moderate physical demands, including standing, sitting, walking, driving, or infrequent lifting.

Nice To Haves

Undergraduate degree in Business Administration or a related field.
Experience in financial services, banking, or client advocacy roles.
Strong working knowledge of CRM tools such as Microsoft Dynamics or Salesforce and data visualization platforms such as Tableau or Power BI.
Proficiency in Microsoft Office Suite.
Familiarity with audit, compliance, or regulatory reporting requirements.

Responsibilities

Gather and analyze client feedback from call centers, bank branches, the Office of the President, and third-party vendors.
Prepare and distribute recurring and ad hoc dashboards, reports, and written summaries highlighting client insights.
Identify trends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near real time.
Support internal and external audit requests related to complaints.
Track planned and unplanned events, such as system outages and product launches, to provide context for client feedback and complaint volume.
Complete ad hoc data analysis to support business decisions.
Plan, coordinate, and facilitate monthly cross-departmental complaint-mitigation meetings.
Track and follow up on action items and experience-improvement initiatives, escalating to leaders or business partners as needed.
Use client data and trends to recommend policy, procedure, or process updates that improve client satisfaction and loyalty.
Monitor and report progress on customer-experience initiatives and highlight successes in reports, audits, and organizational updates.
Adhere to assigned work schedules, including required meetings and events.
Support business needs with occasional evening, weekend, and holiday work.
Support the Enterprise Complaint Management program by training and educating teammates on complaint expectations, keeping complaint-handling tools and resources updated and useful, and documenting findings or issues for escalation or resolution.
Perform special projects and additional duties and responsibilities as required.
Follow applicable regulatory and compliance policies and standards, complete required compliance training, and maintain compliance with applicable federal, state, and local laws and regulations.