1649- Client Advocate Sr.

Job Responsibilities

• 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.
• 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.

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.