Flagstar Bank is looking for a Banking Customer Advocate to serve as the first point of contact for our customers. The role involves supporting inbound contacts and requires excellent communication and problem-solving skills.
This a Full Remote job, the offer is available from: United States, Pennsylvania (USA)Position TitleBanking Customer Advocate 1 (Contact Center Representative)LocationWork From Home United StatesJob SummaryThe Customer Advocate (CA) serves as the first point of contact for our customers. In this role, the CA will be responsible for supporting inbound contacts from current and prospective banking customers. Through these engagements, the CA will create detailed documentation to ensure inquiries are resolved in an accurate and satisfactory manner.In this role, you will expand on your current skill set, mastering soft-skills and becoming an expert with our Online Banking platform. From there, successful CAs will have the opportunity to transition to a Senior Customer Advocate who specializes in supporting our business customers and more complex customer interactions.Start Date 10-7-24Shift Times: ESTMon-Fri 10:00 am - 7:00 pm with rotating Saturdays or SundaysMon-Fri 10:30 am - 7:30 pm with rotating Saturdays or SundaysMon-Fri 11:00 am - 8:00 pm with every Saturday. (Wednesday and Sunday off )Mon-Fri 11:30 am - 8:30 pm with rotating Saturday or SundaysMon-Fri 12:00 pm - 9:00 pm with rotating Saturdays or SundaysMon-Fri 1:00 pm - 10:00 pm with rotating Saturdays or SundaysSat/Sun Shift time - 8:00 am - 5:00 pmPay Range: Local Minimum Wage - $18.62 - $24.00Job Responsibilities:Customer Service:• Handle a large volume of inbound customer contacts, building positive relationships while supporting and promoting the overall financial health of our current and prospective customers.• Be an advocate for our customers, supporting all requests for research, documentation and coordinating positive outcomes by partnering with internal business groups.• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.• Drive results and engage applicable partners on trending customer issues through internal communication tools.• Follow and implement internal announcements, trainings, products, services, systems, policies & procedures, and governmental regulations impacting the banking industry.• Have flexibility in supporting business needs with the availability to provide additional hours and varying shifts including evenings, holidays, and weekends.ADDITIONAL ACCOUNTABILITIESJOB REQUIREMENTSRequired Qualifications:• High School Degree or Equivalent• 2+ years of contact center experience and/or comparable Flagstar Retail Banking experiencePreferred Qualifications:• Bachelor’s degree or some level of college coursework.• Financial Services experience• Salesforce or comparable CRM experience• Expertise with MS Office Suite• Expertise with DNA or comparable banking applications• Working proficiency in the Spanish languageJob Competencies:• A passion for customer service with excellent communication and program solving skills• Strong technical knowledge and adapt in navigating multiple programs and applications simultaneously• A proven track record of thriving in a fast-paced customer facing environment• No travel requirements• Physical demands (ADA): No unusual physical exertion is involved.This offer from "Flagstar Bank" has been enriched by Jobgether.com and got a 81% flex score.