Bilingual Spanish Speaking Contact Center Representative - Banking Support

Employer: Flagstar Bank

Job Summary:

The Bilingual (Spanish Speaking) Customer Service Representative (“CSR”) will be responsible for answering inbound telephone calls from consumer & business banking customers regarding questions and issues on their accounts (e.g. account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.

Job Responsibilities:

Customer Service

Handle all Banking call types, such as account balance inquiries, debit card support and Online Banking upon completion of additional call type training

Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers
Perform and explain interest and product-related calculations
Escalate issues to management and/or second levels appropriately

Document case details in a thorough, accurate manner
Capture complaint and Voice of the Customer feedback
Document customer account maintenance requests for management and second level department review

Meet and exceed customer satisfaction expectations

Sales

Provide customers with information and education about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customer

Create sales referrals that include detailed prospect and product information
Answer questions and overcome customer objections in order to close sales opportunities

Operations/Training

Maintain familiarity with systems and applications in order to research inquiries
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
Complete new hire as well as required soft skills and additional call type training classes

Complete all required eLearning classes
Actively participate in monthly performance meetings; meet or exceed all performance metrics.
Recognize and communicate the need for potential additions and/or modifications to current policies and procedures

Perform additional responsibilities as assigned by management

Job Requirements:

HS Diploma, GED or Foreign Equivalent
1 year customer service, banking industry, or call center experience

Banking experience preferred
Sales experience preferred
Excellent verbal and written communication skills, as well as strong listening skills.

Must have good telephone technique with well-developed customer service skills.
Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
Demonstrated ability to look for ways to improve and promote quality.

Ability and willingness to work in a team environment.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
Ability and willingness to work the varying shifts including evenings and weekends.