Bilingual (Spanish) – Customer Advocate 1- Banking – Flagstar Bank – 16128_SD

DESCRIPTION/RESPONSIBILITIES:
Position Title
Bilingual (Spanish) – Customer Advocate 1- Banking – Flagstar Bank

Location
Work From Home United States

Job 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 with with Thanksgiving Day off only)

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 and 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:
Bachelors 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.

Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity