Phone Channel Client Consultant Sr

Position Title
Phone Channel Client Consultant Sr

Location
Nationwide, MI 48098

Job Summary
The Phone Channel Client Consultant virtually delivers an omnichannel exceptional sales and service experience to existing and prospective bank clients leveraging extensive knowledge of products and services to help clients achieve their financial goals. Provides best in class experience by resolving concerns and providing various product details that focus on meeting the financial needs of our clients.

The focus of this role is on client management, client retention, deposit growth, and introductions to key bank partners (Wealth Management, Direct to Consumer Channel, and Business Banking) to ensure our clients have access to experts who can help them achieve their financial goals. This position will have extensive lending and basic investment interactions. Individuals in this role are responsible for being role models for Flagstar Bank’s client-centric culture, while embracing diversity and maintaining ethics and integrity.

Job Responsibilities:

JOB RESPONSIBILITIES

- Business   Performance:   Speaks with   clients   via inbound or outbound calls , ask s   appropriate finan cial   questions   and   identif ies   opportunities to educate and empower our clients to meet their needs for future financial success. Schedule s   appointments and   maintain s   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 .    Meet s and   exceed s   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 :   Assist s   with client questions and/or issues relating to their accounts. Demonstrate s   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 .    Meet s   and exceed s   goals by working with clients to build and deepen relationships to uncover financial needs, and recommend s   the best products,   services   and solutions to meet those   objectives . Educate s   and empower s   our clients to drive towards solutions to meet their financial goals .    Ensure s   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 .   Acquire s   and   maintain s   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 .

- C onsistently adhere s   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 a n d 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-mai l.

- 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 . ​

Flagstar is an Equal Opportunity Employer - Vets/Disabled

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
$21.39 - $36.07

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.