1649- Client Advocate Sr.

Position Title

1649- Client Advocate Sr.

Location

Nationwide, MI 48098

Job Summary

The 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 t