Senior Banking Support Specialist

About the role

The Senior Banking Support Specialist serves as the subject matter expert within the Solutions Center, a dedicated inbound support center providing operational and procedural assistance exclusively to Consumer Bank branch personnel. The Senior Banking Support Specialist is responsible for handling inbound contacts from branch staff, offering guidance on banking policies, procedures, and operations as outlined in Flagstar's retail manuals and internal resources. Through these engagements, the Senior Banking Support Specialist creates detailed documentation to ensure inquiries are resolved accurately, effectively, and in full compliance with applicable regulations and standards. Support services include but are not limited to: policy and procedure clarification, debit card support, online banking support, transaction and balance inquiries, trust and IRA account support, account opening and maintenance guidance, loan support, and routing of complex inquiries to appropriate departments. In this role, you will leverage your advanced skillset to become a recognized expert in Flagstar’s retail banking policies, branch operations, and internal procedures, while serving as a resource and mentor to teammates.

Responsibilities

• Manage a high volume of inbound contacts from branch personnel, providing accurate, timely and policy-compliant guidance on banking operations, procedures and retail banking products.
• Serve as a knowledgeable resource for branch staff navigating complex operational inquiries, including account maintenance, transaction research, debit card issues, digital banking platforms, Trust and IRA accounts, and loan-related questions.
• Coordinate positive outcomes for branch staff by supporting research requests with thorough documentation and effective routing of escalated or complex inquiries to the appropriate internal departments.
• Identify and communicate trending branch issues to leadership through internal communication tools, enabling proactive operational improvements.
• Meet daily qualitative and quantitative performance targets, achieve all objectives for service accuracy, productivity, and quality.
• Follow and adhere to internal announcements, training updates, products, services, systems, policies and procedures, and governmental regulations impacting the banking industry.
• Serve as a leader, mentor, and coach for new team members joining the Solutions Center, providing guidance on branch support policies, procedures, and best practices.
• Participate in the testing of new and existing banking systems and technology platforms, identifying issues, documenting findings, and providing feedback to support successful implementation and system improvements.
• Contribute to the development of branch-facing training materials, job aids, and reference guides by providing subject matter expertise, identifying top call drivers, and assisting in the delivery of training content to branch personnel to ensure accuracy and alignment with current policies and procedures.
• Ensure timely and successful completion of all assigned compliance, procedure and product Learning Management System (LMS) courses assigned throughout the month, quarter, and year, in accordance with company guidelines and regulatory standards.
• Attend team huddles, scorecard reviews, continuous education sessions, and one on one meetings with direct leadership.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and completes required compliance training.
• Accountable for maintaining compliance with applicable federal, state, and local laws and regulations governing retail banking operations and branch support services.

Requirements

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience required: 2+ Years of Contact Center experience and/or comparable Flagstar Branch Banking experience

Qualifications

• Education level preferred: College, Vocational or Associates Degree (2 years or equivalent)
• Familiarity with retail banking policies, branch operations, products and procedures
• Flagstar Branch Banking or comparable retail banking experience strongly preferred
• Proficiency with Customer Resource Management (CRM) software
• Experience with FiServ DNA, MS Office Suite, Financial Services platforms
• Successful completion of Flagstar Client Advocate training program
• Experience coaching teammates and delivering constructive feedback
• Experience supporting bank-wide and or department-level operational initiatives

Skills

• Clear verbal communication and active listening skills to effectively assist branch personnel over the phone with operational and procedural inquiries
• Deep knowledge of Flagstar's retail banking policies, branch procedures, and operational guidelines, enabling accurate and consistent guidance to branch staff
• Ability to analyze complex branch inquiries, identify root causes, and propose effective solutions while adhering to Flagstar's retail banking policies