Bilingual (Spanish) - Customer Advocate 1- Banking - Flagstar Bank - Remote - Military Veterans
at Flagstar
Job Description Summary:
The Customer Advocate (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 11-25-24
All Shifts are in EST
Mon- Fri 12:00 PM to 9:00 PM EST - (2) Bilingual
Mon-Fri 1:00 PM to 10:00 PM EST - (4) Bilingual
Rotating Sat/Sun Shift Times - 8:00 am - 5:00 pm EST
****If you work on Saturday or Sunday, you will have a varying day off the following week.
Candidates must commit to a (5) week training schedule that begins on November 25th. (Normal work week with Thanksgiving Day off only)
Job Description:
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
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 trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
JOB REQUIREMENTS
Required Qualifications:
High School Degree or Equivalent.
2+ years of contact center experience and/or comparable Flagstar Retail Banking experience.
Bilingual - Spanish
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.
Troy, MI
On December 1, 2022, New York Community Bank (NYCB) and Flagstar Bank joined together to become one company. Today, New York Community Bancorp, Inc. is the parent company of Flagstar Bank, N.A., one of the largest regional banks in the country. The company is headquartered in Hicksville, New York, with regional headquarters in Troy, Michigan. The combined company has assets of nearly $90 billion.
Together, we operate almost 390 branches across 10 states, including strong footholds in the Northeast and Midwest with exposure to high growth markets in the Southeast and on the West Coast. Its Flagstar Mortgage Division operates a national residential mortgage business through more than 80 retail home lending offices and a wholesale network of 3,000 third-party mortgage originators. We believe in cultivating a diverse, inclusive, and respectful workplace that engages employees, broadens perspectives, and encourages teamwork. We hire people who represent the talents, experiences, backgrounds, and diversity of the communities we serve.
Together our goal is to deliver a new energy in banking to our customers, opening new doors for financial and personal success. Customers will have access to a broad spectrum of technology, products and services—all with a shared customer-first approach. Relationships are at the center of all that we do, enhanced by our commitment to delivering local market expertise, personalized solutions, and a long-standing focus on strengthening our communities.