Servicing Customer Advocate I (Customer Service Representative) at Flagstar Bank, N.A. in Austin, Texas

Job Description:

Position Title
Servicing Customer Advocate I (Customer Service Representative)

Location

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 mortgage 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 Primary and Advanced call-types. From there, successful CAs will have the opportunity to transition to a Senior Customer Advocate who specializes in supporting complex customer interactions.

17.00 - 21.25 - 25.50

Hours of Operation:

11:00 AM EST to 8:00 PM EST Mon-Friday
7:30 AM EST to 4:00 PM EST - Rotating Saturdays. If you work on a Saturday, you will have a day off the following week.

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 & procedures, and governmental regulations impacting the mortgage industry


• Have flexibility in supporting business needs with the availability to provide additional hours and varying shifts including evenings, holidays and weekends

JOB REQUIREMENTS

Required Qualifications:

• High School Degree or Equivalent required; some college coursework or degree preferred


• 2+ years of contact center experience


• A passion for customer service with excellent communication and program solving skills


• Strong technical knowledge and adapt in navigating multiple programs and applications simultaneously


• Intermediate knowledge of MS Office Suite


• A proven track record of thriving in a fast-paced customer facing environment

Preferred Qualifications:

• Financial Services experience


• Salesforce or comparable CRM experience


• Expertise with MS Office Suite


• Expertise with MSP Black Knight or comparable mortgage applications


• Working proficiency in the Spanish language


• A proven track record of exceeding performance metrics within a contact center environment