Take the lead in resolving complex client issues while mentoring others. This senior-level role is ideal for someone with advanced contact center or banking experience who thrives on balancing client needs, compliance, and leadership.
About Flagstar Bank
Flagstar Bank, a division of New York Community Bancorp, is a leading regional bank with $116.3 billion in assets and a strong presence in consumer and commercial banking. With over 420 branches nationwide, Flagstar delivers a wide range of financial solutions—from retail and mortgage lending to multifamily and wholesale banking. We are committed to building strong relationships, empowering clients, and fostering growth through exceptional service.
Schedule
- Full-time, remote role
- Pay range: $27.56 – $31.87/hour (based on location and experience)
- Must be available for evenings, weekends, and holidays when needed
What You’ll Do
- Handle escalated client interactions, balancing risk, compliance, and customer satisfaction.
- Research, investigate, and resolve complex issues, documenting cases thoroughly.
- Partner with internal teams and executive leadership on complaint resolution and root cause analysis.
- Manage case queues, track service-level agreements, and support process improvements.
- Mentor and coach Client Advocates, serving as a Subject Matter Expert (SME).
- Participate in projects, initiatives, and complaint management efforts across the bank.
- Collaborate with leadership to identify complaint trends and propose workflow enhancements.
- Ensure compliance with regulatory standards, documentation protocols, and internal policies.
What You Need
- High school diploma or GED (required); college degree preferred
- 4+ years of contact center and/or Flagstar branch banking experience
- Mastery of Flagstar’s proprietary banking technology
- Strong problem-solving, risk assessment, and decision-making skills
- Excellent verbal and written communication with proven ability to interact across all levels, including executive leadership
- Familiarity with banking products, mortgage policies, and compliance procedures
- Experience with CRM platforms such as Salesforce, FiServ DNA, or similar (preferred)
- Coaching, leadership, or mentoring experience strongly preferred
- Bilingual in Spanish is a plus
Benefits
- Medical, dental, and vision insurance
- Life and disability coverage
- Paid leave and holidays
- 401(k) and retirement savings programs
- Employee assistance programs
- Career development opportunities in a growing regional bank
Applications are being reviewed now—apply today to take on a leadership role where you’ll shape both client outcomes and team performance.
Lead with impact. Grow with Flagstar.
Happy Hunting,
~Two Chicks…