Customer Experience Advocate

🔥 0 minutes ago

🐊 Florida, North Carolina, +2 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote 🚗 Michigan – Remote 🌴 South Carolina – Remote

💵 $50.8k - $82k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Flagstar Bank

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Flagstar Bank is a diversified commercial bank focused on building relationships to help clients on their financial journeys, whether for personal or business needs. The bank offers a wide range of financial services including personal and business banking, loans, mortgages, wealth management, and investment services. Flagstar is committed to community involvement and meeting the banking needs of diverse neighborhoods, including low- and moderate-income areas, while promoting diversity, equity, and inclusion within its operations.

📋 Description

• Gather and analyze client feedback from call centers, bank branches, the Office of the President, and third-party vendors • Prepare and distribute recurring and ad hoc dashboards, reports, and written summaries highlighting client insights • Identify trends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near-real time • Support internal and external audit requests related to complaints • Track planned and unplanned events to contextualize client feedback and complaint volume • Complete ad hoc data analysis to support business decisions • Plan, coordinate, and facilitate monthly cross-departmental complaint mitigation meetings • Track and follow up on action items and experience improvement initiatives, escalating as needed • Recommend policy, procedure, and process updates using client data and trends • Monitor and report progress on customer experience initiatives • Support the bank’s Enterprise Complaint Management program through teammate training, tool and resource updates, and issue documentation • Perform special projects and additional duties as required

🎯 Requirements

• High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent • 2+ years of client service and/or contact center experience • 2+ years of business writing, reporting and data analytics experience • Experience in financial services, banking or client advocacy roles • Strong working knowledge of CRM tools (e.g. Microsoft Dynamics, Salesforce) • Knowledge of data visualization platforms (e.g. Tableau, PowerBI) • Proficiency in Microsoft Office Suite • Familiarity with audit, compliance or regulatory reporting requirements • Strong verbal and written communication skills, with the ability to explain complex analysis to varied audience • Strong analytical skills with the ability to identify patterns, trends, and root causes • Ability to balance multiple priorities while maintaining accuracy and attention to detail • Conflict resolution skills with the ability to maintain professionalism under pressure • Flexibility to adapt to new tools, processes, and evolving business needs • Commitment to accuracy, compliance, and ethical decision-making • Ability to build and maintain effective stakeholder and client relationships • Ability to adhere to regulatory and compliance policies and applicable laws • Ability to work assigned schedules, including occasional evenings, weekends, and holidays • Moderate physical exertion and stamina, including standing, sitting, walking, driving or infrequent lifting

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • Comprehensive leave program • Variable incentives, bonuses, commissions, or other awards may be included in total compensation

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