Positions/Shifts: 5-7 positions, 11am to 8 pm EST is most needed (pending other available shifts but can start with 11 to 8)
Fully remote and equipment is provided
Must have 1-2 years of recent call center customer service experience
Contract to possible perm
JOB SUMMARY
The Contact Center Representative - Business Support is responsible for handling inbound telephone calls from Business & Corporate banking customers regarding account inquiries, online banking issues, and debit card activations. The role exists to provide exceptional customer service, ensuring accurate and timely documentation of inquiries while possessing thorough knowledge of products and services.
JOB RESPONSIBILITIES
Customer Service (70%)
Handle all Business call types, such as business banking and limited branch support, upon completion of additional call type training.
Use problem-solving skills and Flagstar procedures to identify and communicate accurate solutions to customers.
Perform and explain interest and product-related calculations.
Escalate issues to management and/or second levels appropriately.
Document case details thoroughly and accurately.
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 (10%)
Provide information about basic products and services to generate additional revenue and increase Flagstar's value proposition.
Guide customers through and/or complete application processes 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 (20%)
Maintain familiarity with systems and applications to research inquiries.
Stay up-to-date with policies and procedures to communicate accurate information.
Complete required soft skills and additional call type training classes.
Finish all required eLearning classes.
Participate in second-level rotations to develop knowledge of sales processes and operations.
Actively participate in monthly performance meetings and meet or exceed all performance metrics.
Recognize and communicate the need for potential additions and/or modifications to current policies and procedures.
Provide leadership through side-by-side coaching of new hires and existing agents on calls.
Perform additional responsibilities as assigned by management.
ADDITIONAL ACCOUNTABILITIES
Perform special projects and additional duties as required.
Consistently adhere to regulatory and compliance policies and standards, completing required compliance trainings. Maintain compliance with applicable federal, state, and local laws and regulations.
JOB REQUIREMENTS
Required Qualifications:
HS Diploma, GED or Foreign Equivalent required
1+ year experience in the banking industry
2+ years customer service experience
Business & Corporate experience
Excellent verbal and written communication skills, as well as good listening skills
Good telephone technique with well-developed customer service skills
Exceptional analytical and problem-solving skills with the 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
Proficiency in MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
Ability and willingness to work varying shifts including evenings and weekends
Preferred Qualifications:
Prior knowledge of call center operations preferred
Sales experience preferred
Previous experience with Salesforce preferred
Job Competencies:
Excellent verbal and written communication skills, as well as good listening skills
Good telephone technique with well-developed customer service skills
Exceptional analytical and problem-solving skills with the 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
Proficiency in MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
Ability and willingness to work varying shifts including evenings and weekends