Think Beyond The Label Jobs

Position TitleCustomer Advocate I - Banking SupportLocationWork From Home United StatesJob SummaryThe 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.Start Date: 8-26-24Shift Times:Mon-Friday10:30 AM to 7:30 PM EST11:00 AM to 8:00 PM EST11:30 AM to 8:30 PM EST12:00 PM to 9:00 PM EST*Must be able to work on Saturdays and/or Sundays: 8:00 AM to 5:00 PM EST with a varying day off during the week.Candidate must commit to 3 weeks of paid training from 8:30 AM - 5:30 PM EST beginning on 8-26-24. Once training is completed, candidate will return to their assigned shift.Pay Range: Local Minimum Wage - $18.62 - $24.00Job 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 customersBe an advocate for our customers, supporting all requests for research, documentation and coordinating positive outcomes by partnering with internal business groupsMeet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and qualityDrive 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 industryHave flexibility in supporting business needs with the availability to provide additional hours and varying shifts including evenings, holidays, and weekendsADDITIONAL ACCOUNTABILITIESJOB REQUIREMENTSRequired Qualifications:High School Degree or Equivalent2 years of contact center experience and/or comparable Flagstar Retail Banking experiencePreferred Qualifications:Bachelor's degree or some level of college coursework.Financial Services experienceSalesforce or comparable CRM experienceExpertise with MS Office SuiteExpertise with DNA or comparable banking applicationsWorking proficiency in the Spanish languageJob Competencies:A passion for customer service with excellent communication and program solving skillsStrong technical knowledge and adapt in navigating multiple programs and applications simultaneouslyA proven track record of thriving in a fast-paced customer facing environmentNo travel requirementsPhysical demands (ADA): No unusual physical exertion is involved.Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity