Sr. Client Advocate - Remote

Flagstar Bank

10d•$17 - $26•Remote

About The Position

The Client Advocate Sr. 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 Client Advocate Sr. will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.

Requirements

High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
1+ year experience in banking industry
2+ years customer service experience.
Excellent verbal and written communication skills, as well as good listening skills.
Must have good telephone technique with well-developed customer service skills.
Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
Demonstrated ability to look for ways to improve and promote quality.
Ability and willingness to work in a team environment.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
Ability and willingness to work the varying shifts including evenings and weekends.
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 or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

Nice To Haves

Prior knowledge of call center operations preferred.
Sales experience preferred.

Responsibilities

Handles all branch support calls upon completion of the training program.
Uses problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers.
Performs and explains interest and product-related calculations.
Escalates issues to management and/or second levels appropriately.
Documents case details in a thorough, accurate manner.
Documents customer account maintenance requests for management and second level department review.
Meets and exceeds customer satisfaction expectations.
Provides customers with information about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customer.
Guides customers through and/or complete application process for advanced products.
Creates sales referrals that include detailed prospect and product information.
Answers questions and overcome customer objections in order to close sales opportunities.
Maintains familiarity with systems and applications in order to research inquiries.
Ensures familiarity with the most up-to-date policies and procedures to communicate accurate information to customers.
Completes required soft skills and additional call type training classes.
Completes all required eLearning classes.
Completes second level rotations to develop knowledge of sales process and operations.
Actively participates in monthly performance meetings; meet or exceed all performance metrics.
Recognizes and communicates the need for potential additions and/or modifications to current policies and procedures.
Provides leadership to others through side-by-side coaching of new hires and existing agents on calls.
Performs additional responsibilities as assigned by management.
Adhere to all Regulatory and Compliance issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank.
Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed.
Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards.
Staff member must ensure compliance with applicable federal, state and local laws and regulations.
Staff member must complete all required compliance training on a timely basis.
Staff member will maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures.
Staff member must take responsibility to keep up to date with changing regulations and policies.
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.
Takes responsibility to keep up to date with changing regulations and policies.
Understands the importance or relationships to enable effective teamwork.
Modifies personal style, focuses on the needs of others, and listens effectively to ensure effective outcomes for group endeavors.
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.
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.
Uses independent judgement and discretion to make decisions.
Analyzes and resolves problems.
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 trainings.
Accountable to maintain compliance with applicable federal, state and local laws and regulations.