Job Location : Ithaca,NY, USA
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.