Position TitleClient Advocate Resolution Specialist Lead
LocationNationwide, MI 48098
Job SummaryThe Senior Resolution Specialist Lead is a key representative of Flagstar’s client experience, responsible for managing and resolving complex client issues both through direct interactions and off-call case work. The Senior Resolution Specialist will ensure that client concerns are addressed thoroughly, creating detailed documentation, and conducting follow-ups to guarantee that inquiries are resolved in an accurate and timely manner. The Senior Resolution Specialist will serve as our Business Unit Designee (BUD), driving complaint resolution across multiple channels. In addition to client-facing responsibilities, the Senior Resolution Specialist will perform case work and off-call activities, such as researching client issues, collaborating with internal teams, and supporting process improvements.
Additionally, the Senior Resolution Specialist has mastered client-facing roles within the Customer Engagement Center (CEC). As a Subject Matter Expert (SME), the Senior Resolution Specialist will be critical in the ongoing education and success of all client-facing team members within the CEC. Senior Resolution Specialist will focus on developing the next generation of talent within the CEC while developing their own innate coaching and leadership skills. A high-performing Senior Resolution Specialist may have the opportunity to advance to Contact Center Assistant Manager, overseeing the day-to-day operational success of Client Advocates.
Pay Range: $27.56 – 29.95 – 31.87Pay Range: Local Minimum Wage – $0.00 – $0.00
Job Responsibilities:
Escalated Contact Handling & Issue Resolution
- Handles complex client interactions in a professional manner utilizing discretion in balancing risk and reputation while delivering exceptional client experience
- Diligently governs complaint intake sources, such as email and complaint portals, and accepts escalated phone calls for prompt handling and resolution; owning or delegating to team members based on source, complexity, and subject matter expertise.
- Works closely with Executive Leadership on complaint cases, communicating complaint status updates and findings frequently through resolution.
- Performs research and investigation of customer issues and requests in systems and applications
- Partners with business units to diagnose, resolve, and perform root cause analysis to determine appropriate resolution, ensuring a high degree of responsiveness, accuracy, and accountability.
- Utilizes appropriate interpersonal styles and communicates effectively, both orally and in writing, with all organizational levels including Executive Leadership.
- Acquires necessary information from customers and systems to understand the nature of the concern, working through ambiguity to determine the best course of action to achieve a satisfactory resolution.
- Performs moderate risk analysis to determine reputation and/or risk and exercises good judgement and due diligence on resolutions.
Case Management, Projects & Initiatives
- Manage dedicated team case queues ensuring adherence to regulatory and bank policies and procedures
- Autonomously manages a case worklist which includes but is not limited to maintenance requests, callback requests, complaints, survey responses, etc. ensuring all responses are accurate and thorough; all regulatory timeframes as well as internal Service Level Agreements are met to optimize the customer experience and remain compliant.
- Diligently documents correspondences received and responses sent in the case-logging system for effective reporting and auditing.
- Participates in projects and initiatives by providing input on service and process improvement based on customer contacts.
- Supports the bank’s complaint management success by educating personnel on contact handling expectations, ensuring resources are intuitive and comprehensive, and by documenting key findings.
- Performs additional responsibilities as assigned by management.
Support
- Collaborate with clients and advocates to address their concerns effectively. Provide a comprehensive assessment and educational support related to their initial inquiries, incorporating any relevant information uncovered throughout the engagement
- Partner with clients and advocates to elevate their knowledge of our processes and procedures, to better understand the solutions to their concerns and reduce the need for future client contact
- Identify trends in recurrent client complaints and partner with leadership to document issues
Operations & Training
- Ability to serve as a leader, mentor, and coach for Client Advocates through ad-hoc and skill development-based discussions
- Ensure timely and successful completion of all assigned compliance, procedure, and product Learning Management System (LMS) courses, assigned throughout the month, quarter and year, in accordance with company guidelines and regulatory standards
- Attend meetings sure as team huddles, scorecards, education and one on one meetings with direct leadership
.
ADDITIONAL ACCOUNTABILITIES
- Adhere to scheduled shift, including all pre-assigned events throughout the work day
- Be available to work additional hours and varying shifts including evenings, holidays and weekends when needed
- 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:
- Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
- Minimum experience required: 4+ Years of contact center and/or Flagstar Branch Banking experience
- Ability to work privately and effectively in a remote environment with a hardwired internet connection
- A mastery of Flagstar’s internal and proprietary banking technology
Preferred Qualifications:
Additional qualifications the hiring team would prefer an applicant to have.
- Education level preferred: College, Vocational or Associates Degree (2 years or equivalent)
- Familiarity with mortgage policies, products and procedures
- Flagstar branch banking or comparable experience
- Expertise with Salesforce or comparable CRM applications
- Expertise with FiServ DNA
- Expertise with MS Office Suite
- Expertise with coaching and delivering feedback
- Fluent in the Spanish language
- Experience supporting bank-wide and/or department initiatives
Job Competencies:
- Proficiency in analyzing escalated client issues, identifying underlying causes, and devising innovative solutions to resolve complex problems efficiently
- Ability to make informed decisions quickly and independently, balancing clients’ needs, company policies, and business priorities to achieve satisfactory outcomes for both parties
- Resilience in managing high-pressure situations and maintaining composure under stress, while focusing on problem-solving and maintaining a positive client experience
- Clear verbal communication and active listening skills to effectively assist advocates and clients.
- Ability to empathize with advocates and clients, understand their needs, and provide timely and accurate solutions to inquiries, requests, and concerns
- Accuracy in processing transactions, updating client information, and documenting interactions to ensure compliance with regulatory requirements and minimize errors
- Ability to remain calm, patient, and professional when dealing with challenging situations while maintaining a focus on providing excellent service
- Flexibility to adapt to changing procedures, technologies, and business needs in a fast-paced contact center environment
- Competency in using relevant software applications, client relationship management (CRM) systems, and digital banking tools to efficiently assist clients and perform job duties
- Efficiently handle multiple tasks, prioritize workload, and manage time effectively to meet service level goals and client expectations
- Ability to analyze complex issues, identify root causes, and propose effective solutions while adhering to banking policies and procedures
- Strong knowledge and understanding of banking regulations, privacy laws, and security protocols to ensure compliance with industry standards and protect client confidentiality
- Thorough understanding of banking products and services, including accounts, loans, credit cards, and digital banking platforms, to educate and assist clients effectively
- Ability to coach, collaborate and mentor teammates on handling challenging situations, providing constructive feedback, and sharing best practices to enhance their skills and confidence in managing escalated contacts
- Ability to explain complex and ever-changing banking policies and procedures with teammates, leaders, and other departments to empower them to communicate solutions to clients while adhering to banking regulations and guidelines
- Ability to collaborate with cross-functional teams to seek feedback, identify opportunities for improvement, and proactively suggest enhancements to workflows, knowledge bases, and training materials to optimize efficiency and effectiveness
- No travel requirements
- Physical demands (ADA): No unusual physical exertion is involved.