Client Advocate Resolution Specialist – Lead
Flagstar Bank
Client First Customer Advocate
Education at Work
part-time
Posted on:
Location: Ohio • 🇺🇸 United States
Visit company websiteSalary
💰 $14 per hour
Job Level
Mid-LevelSenior
About the role
- Engage with customers through inbound phone calls and email as a Client First Center team member.
- Customer support across sectors; develop effective communication, problem-solving, dependability, adaptability, and teamwork skills.
- Answer customer inquiries about bank products and services through phone.
- Recognize sales opportunities and refer clients to sales associates.
- Remain current on products, services, policies, and procedures.
- Resolve customer issues through account research and utilization of support materials and resources.
- Perform customer account transaction and maintenance activities accurately.
- Strive for first contact resolution of customer inquiries, transactions, and problem resolution.
- Escalate customer requests requiring additional knowledge or expertise as defined by department leadership.
Requirements
- Proactive mindset with the ability to prioritize tasks, seek assistance when needed, and collaborate effectively within a team.
- Excellent verbal communication skills, comfortable engaging with customers over the phone, and dedicated to providing exceptional service.
- Strong organizational, planning, and time management abilities.
- Demonstrate empathy, patience, and a positive attitude in all customer interactions.
- Attention to detail and commitment to meeting departmental and individual goals, including call metrics and quality standards.
- Maintain PCI Compliant workspace.
- Must create a 20+ hour weekly schedule within First Financial Bank's Hours of Operation (Monday - Friday: 8 am - 8 pm EST; Saturday: 8 am - 5 pm EST; Sunday: Closed).
- Must have two weeknight closing shifts (until 8 pm EST) in a weekly schedule, as well as at least 2 hours on Saturdays.
