Phone Channel Client Consultant Sr

JOB RESPONSIBILITIES

• Business Performance: Speaks with clients via inbound or outbound calls, asks appropriate financial questions and identifies opportunities to educate and empower our clients to meet their needs for future financial success. Schedules appointments and maintains high level of follow-through to ensure outstanding client experience.

• Sales Performance: A significant portion of this role will involve making outbound telephone calls as well as onboarding Flagstar.com clients to ensure client’s financial goals are met and the client’s experience is seamless. Takes inbound and makes outbound calls from/to clients to ensure sales and service objectives are met. Engages with clients on video chat when appropriate. Meets and exceeds established service, productivity and sales standards. Participates in on-going sales initiatives for Consumer Banking including but not limited to supporting the Client Engagement Center, Direct to Consumer Channel, Flagstar.com and the My Banking Direct channel, Invoca marketing campaigns, and originates consumer loan applications for all of Consumer Banking as well as Flagstar’s online application channel.

• Client Experience: Assists with client questions and/or issues relating to their accounts. Demonstrates strong client service expertise and the ability to resolve problems and proactively to prevent client dissatisfaction. Effectively communicates and engages via the telephone without the benefit of visual cues and clues which would normally be present in a face-to-face interaction. Meets and exceeds goals by working with clients to build and deepen relationships to uncover financial needs, and recommends the best products, services and solutions to meet those objectives. Educates and empowers our clients to drive towards solutions to meet their financial goals. Ensures the client's requests are met by partnering with the appropriate specialist Wealth Partner, Direct to Consumer Team, and Business Banking) to meet the client's banking, mortgage and investment goals. Delivers accurate, responsive and courteous client service to every client (internal & external) every time.

• Risk Management: Performs and executes a variety of banking processes and transactions with accuracy and security while adhering to all fraud prevention measures. Utilizes various computerized systems for tracking, information gathering, and/or troubleshooting. Participates in on-going internal and external training programs as required or recommended. Uses independent judgement and discretion to make decisions. Acquires and maintains up-to-date knowledge of applicable policies, procedures, guidelines and bank operating systems. Observes and complies with policies and procedures, customer service standards, and compliance guidelines.

ADDITIONAL ACCOUNTABILITIES

• 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: ​5+ Years​ of retail banking experience or 5+ year of equivalent retail, sales or customer service experience.

• Access to a dedicated, hard-wire connection required.

• Professional home workspace free of distractions from other household members. Environment/background that would be acceptable for a client to view on video chat (or area that is able to accommodate a background screen).

Preferred Qualifications:

• Education level preferred: ​Undergraduate Degree (4 years or equivalent)​.

• Experience in a virtual customer service sales role.

• Certified Lender.

Job Competencies:

• Demonstrated computer proficiency with Windows-based applications, including word processing and e-mail.

• Demonstrated ability to achieve objectives in a sales environment.

• Good telephone technique with well-developed customer service skills.

• Call Center Telephony proficiency.

• Proven customer service skills and the ability to resolve problems and prevent client dissatisfaction.

• Proven track record of exceeding goal expectations by exemplifying appropriate behaviors and values.

• Desire and willingness to call on prospects and existing clients for sales opportunities.

• Demonstrated ability to follow company policies, guidelines and procedures.

• Ability to deal with clients enthusiastically and with professionalism.

• Ability to operate standard office equipment.

• Ability to work a flexible, nontraditional hours.

• Willing to continually experiment with new/different call types, techniques and scripting to increase effectiveness.

• Strong listening, verbal and written communication skills.

• Demonstrated ability to work well in a team environment.

• Strong attention to detail and ability to multi-task.

• Demonstrated ability to maintain confidentiality using tact and diplomacy

• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.

• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.

• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

• Physical demands (ADA): ​No unusual physical exertion is involved.​