Banking Customer Advocate 1 (Contact Center Representative) at Flagstar Bank, N.A. in Madison, Wisconsin

Job Description:

Position Title
Banking Customer Advocate 1 (Contact Center Representative)

Location
Work From Home United States

Job Summary
The Banking Customer Advocate 1 (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.

Pay Range 17.00 - 21.25 - 25.50

Start Date - January 13, 2025

All Shifts are in EST (Eastern Standard Time)

***Candidate must commit to a 5 week training program from 8:30 AM EST to 5:30 PM EST beginning January 13, 2025. Once you finish training, you will go back to your assigned shift.

***Candidate must be available to work on rotating Sat/Sun shifts from 8:00 AM EST to 5:00 PM EST. If you work on a weekend shift, you will have a day off the following week.

Shift Times - All Shift times are on EST (Eastern Standard Time)

10:30 am - 7:30 pm w/ rotating weekends
11:30 am - 8:30 pm w/ rotating weekends
12:00 pm - 9:00 pm w/ rotating weekends

Bilingual (Spanish)1:00 pm - 10:00 pm w/ rotating weekends

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 & 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.