Job: Call Center Customer Service Representative

Jobing Description

Flagstar Bank is seeking professional representatives to be a part of our award winning customer service teams in the Banking, Business Client Services and Loan Servicing areas. Customer Service Representatives are responsible for providing excellent customer service, knowledgeable responses, and their due diligence to resolve customer concerns.

Hours of operation:

* Banking Customer Service Representatives: The Banking Support team operates from 7:30 a.m. 9 p.m. Monday-Friday with shifts beginning at 7:30 a.m. Customer Service Representatives must be available to rotate weekend shifts both Saturday and Sunday. Saturday hours are 8:30 a.m. 6 p.m., and Sunday hours are 12 p.m. 4 p.m.
* Business Client Services Customer Service Representatives: The Business Client Service team operates from 7:30 a.m. 9 p.m. Monday-Friday with shifts beginning at 7:30 a.m. Customer Service Representatives must be available to rotate weekend shifts both Saturday and Sunday. Saturday hours are 8:30 a.m. 6 p.m. and Sunday hours are 12 p.m. 4 p.m.
* Loan Servicing Customer Service Representatives: The Loan Servicing team operates from 7:30 a.m. -8 p.m. with shifts beginning from 10 a.m. - 11:30 a.m. Customer service representatives must be available to rotate weekend shifts on Saturdays. Saturday hours are 7:30 a.m. - 4 p.m.

Responsibilities:

* Use advanced problem solving skills paired with knowledge of Flagstar procedures to identify and communicate appropriate solutions for customers.
* Provide customers with information about Flagstar products and services to generate additional revenue through cross-sell/up-sell opportunities.
* Meet customer service sales goals as assigned.
* Handles all Banking call types, such as IRA, Online Banking and debit card support.**Banking position only
* Proactively assist customers with completion of product applications to facilitate additional sales.**Business Client Services position only
* Provide accurate communication of knowledge to customers while properly documenting each customer interaction in a case tracking system.
* Ensure own familiarity with the most up-to-date policies and procedures.
* Recognize and communicate the need for potential additions to current policies and procedures.
* Handle both telephone and email contacts. **Banking position only
* Maintain detailed knowledge of when and where to escalate issues.
* Perform banking or loan-related mathematical equations.
* Additional responsibilities as assigned by management.

Qualifications:

* High School Diploma, GED or equivalent experience.
* Requires a minimum of 1-3 years call center customer service experience, preferably with experience in banking, business banking, or mortgage industry.
* Requires strong customer service orientation with the ability to handle and defuse escalated situations.
* Ability to handle high call volume and answer customer questions in a timely manner strongly preferred.
* Ability to consistently meet and/or exceed monthly metrics as required.
* Intermediate technical and computer skills; ability to navigate quickly within various computer programs and applications.
* 1-3 years demonstrated sales achievement preferred.
* Excellent verbal and written communication skills.
* Analytical and problem solving skills with an ability to think quickly under pressure.
* Basic understanding of MS Office Suite.
* Willingness to work in a team environment.
* Must be action-oriented with a great sense of customer focus.
* Ability to work the varying shifts as required.
* Fluent Spanish Bilingual candidates welcome

Flagstar Bank is an Equal Opportunity Employer