Position Title Customer Advocate I - Banking Support
Location Work From Home United States
Job Summary The 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: 8-26-24
Shift Times:
Mon-Friday
10:30 AM to 7:30 PM EST 11:00 AM to 8:00 PM EST 11:30 AM to 8:30 PM EST 12:00 PM to 9:00 PM EST
* Must be able to work on Saturdays and/or Sundays: 8:00 AM to 5:00 PM EST with a varying day off during the week.
Candidate must commit to 3 weeks of paid training from 8:30 AM - 5:30 PM EST beginning on 8-26-24. Once training is completed, candidate will return to their assigned shift.
Pay Range: Local Minimum Wage - $18.62 - $24.00
Job 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 and 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 ACCOUNTABILITIES
JOB REQUIREMENTS
Required Qualifications:
High School Degree or Equivalent
2 years of contact center experience and/or comparable Flagstar Retail Banking experience
Preferred 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 language
Job 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.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
