Contact Center Representative - Banking Support - Troy, MI Headquarters or Work from home United States
Flagstar Bank
Remote
representative
work from home
customer service
training
procedures
sales
management
compliance
representative
csr
regulations
work from home
customer service representative
January 30, 2023
Flagstar Bank
Troy, Michigan
Position Title
- Handle all Banking call types, such as account balance inquiries, debit card support and Online Banking upon completion of additional call type training
- Use problem solving 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
- Provide customers with information and education about basic products and services to generate additional revenue and/or increase Flagstar s value proposition to customer
- Create sales referrals that include detailed prospect and product information
- Answer questions and overcome customer objections in order to close sales opportunities
- Maintain familiarity with systems and applications in order to research inquiries
- Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
- Complete new hire as well as required soft skills and additional call type training classes
- Complete all required eLearning classes
- 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
- Perform additional responsibilities as assigned by management
- 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. Takes responsibility to keep up to date with changing regulations and policies.
- HS Diploma, GED or Foreign Equivalent
- 1 year customer service, banking industry, or call center experience
- Banking experience preferred
- Sales experience preferred
- Excellent verbal and written communication skills, as well as strong listening skills.
- Must have good telephone technique with well-developed customer service skills.
- Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
- Demonstrated ability to look for ways to improve and promote quality.
- Ability and willingness to work in a team environment.
- Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
- Ability and willingness to work the varying shifts including evenings and weekends.
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