Senior Banking Support Specialist

Position Title

Senior Banking Support Specialist

Location

Nationwide, MI 48098

Job Summary

The Senior Banking Support Specialist serves as the subject matter expert within the Solutions Center, a dedicated inbound support center providing operational and procedural assistance exclusively to Consumer Bank branch personnel. The Senior Banking Support Specialist is responsible for handling inbound contacts from branch staff, offering guidance on banking policies, procedures, and operations as outlined in Flagstar's retail manuals and internal resources. Through these engagements, the Senior Banking Support Specialist creates detailed documentation to ensure inquiries are resolved accurately, effectively, and in full compliance with applicable regulations and standards.

Support services include but are not limited to: policy and procedure clarification, debit card support, online banking support, transaction and balance inquiries, trust and IRA account support, account opening and maintenance guidance, loan support, and routing of complex inquiries to appropriate departments. In this role, you will leverage your advanced skillset to become a recognized expert in Flagstar’s retail banking policies, branch operations, and internal procedures, while serving as a resource and mentor to teammates.

Job Responsibilities:

JOB RESPONSIBILITIES

Branch and Client Service

• Manage a high volume of inbound contacts from branch personnel, providing accurate, timely and policy-compliant guidance on banking operations, procedures and retail banking products.
• Serve as a knowledgeable resource for branch staff navigating complex operational inquiries, including account maintenance, transaction research, debit card issues, digital banking platforms, Trus and IRA accounts, and loan-related questions.
• Coordinate positive outcomes for branch staff by supporting research requests with thorough documentation and effective routing of escalated or complex inquiries to the appropriate internal departments.
• Identify and communicate trending branch issues to leadership through internal communication tools, enabling proactive operational improvements.
• Meet daily qualitative and quantitative performance targets, achieve all objectives for service accuracy, productivity, and quality.
• Follow and adhere to internal announcements, training updates, products, services, systems, policies and procedures, and governmental regulations impacting the banking industry.

Operations/Training

• Serve as a leader, mentor, and coach for new team members joining the Solutions Center, providing guidance on branch support policies, procedures, and best practices.
• Participate in the testing of new and existing banking systems and technology platforms, identifying issues, documenting findings, and providing feedback to support successful implementation and system improvements.
• Contribute to the development of branch-facing training materials, job aids, and reference guides by providing subject matter expertise, identifying top call drivers, and assisting in the delivery of training content to branch personnel to ensure accuracy and alignment with current policies and procedures.
• 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 team huddles, scorecard reviews, continuous education sessions, and one on one meetings with direct leadership.

ADDITIONAL ACCOUNTABILITIES

• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and completes required compliance training.
• Accountable for maintaining compliance with applicable federal, state, and local laws and regulations governing retail banking operations and branch support services.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience required: 2+ Years of Contact Center experience and/or comparable Flagstar Branch Banking experience

Preferred Qualifications:

• Education level preferred: College, Vocational or Associates Degree (2 years or equivalent)
• Familiarity with retail banking policies, branch operations, products and procedures
• Flagstar Branch Banking or comparable retail banking experience strongly preferred
• Proficiency with Customer Resource Management (CRM) software
• Experience with FiServ DNA, MS Office Suite, Financial Services platforms
• Successful completion of Flagstar Client Advocate training program
• Experience coaching teammates and delivering constructive feedback
• Experience supporting bank-wide and or department-level operational initiatives

Job Competencies:

• Clear verbal communication and active listening skills to effectively assist branch personnel over the phone with operational and procedural inquiries
• Deep knowledge of Flagstar's retail banking policies, branch procedures, and operational guidelines, enabling accurate and consistent guidance to branch staff
• Ability to analyze complex branch inquiries, identify root causes, and propose effective solutions while adhering to Flagstar's retail banking policies and procedures
• Accuracy in documenting branch interactions, researching transactions, and updating records to ensure compliance with regulatory requirements and minimize errors
• Ability to remain calm, patient, and professional when handling challenging or complex branch operational inquiries, maintaining a focus on accuracy and timely resolution
• Flexibility to adapt to evolving procedures, system changes, and business needs in a fast-paced branch support environment
• Proficiency in using relevant software applications, CRM systems, and banking platforms to support branch personnel and perform job duties effectively
• Ability to efficiently manage multiple inbound contacts, prioritize workloads, and meet service level goals
• Strong knowledge of banking regulations, privacy laws, and security protocols to ensure compliance and protect the confidentiality of branch personnel and customer information
• Thorough understanding of retail banking products and services — including deposit accounts, loans, debit cards, Trust and IRA accounts, and digital banking platforms — to guide branch staff effectively
• Ability to coach, mentor, and collaborate with teammates on handling complex branch inquiries, sharing best practices, and building team confidence in managing escalated operational contacts
• Ability to clearly explain complex and frequently changing banking policies and procedures to teammates, leaders, and other departments, empowering branch personnel to resolve inquiries in compliance with banking regulations
• Ability to collaborate with cross-functional teams to identify workflow inefficiencies, suggest improvements to knowledge bases and training materials, and drive operational effectiveness
• Builds trusted relationships with branch personnel and internal stakeholders by delivering consistent, reliable, and solutions-oriented support
• Fosters a positive, collaborative work culture within the Solutions Center, emphasizing teamwork, accountability, and operational excellence
• No travel requirements
• Physical demands (ADA): The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving, or infrequent lifting

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$21.34 - $35.01

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.