Client Advocate Resolution Specialist Lead

Position Title

Client Advocate Resolution Specialist Lead

Location

Nationwide, MI 48098

Job Summary

The Senior Resolution Specialist Lead is a key representative of Flagstar's client experience, responsible for managing and resolving complex client issues both through direct interactions and off-call case work. The Senior Resolution Specialist will ensure that client concerns are addressed thoroughly, creating detailed documentation, and conducting follow-ups to guarantee that inquiries are resolved in an accurate and timely manner. The Senior Resolution Specialist will serve as our Business Unit Designee (BUD), driving complaint resolution across multiple channels. In addition to client-facing responsibilities, the Senior Resolution Specialist will perform case work and off-call activities, such as researching client issues, collaborating with internal teams, and supporting process improvements.

Additionally, the Senior Resolution Specialist has mastered client-facing roles within the Customer Engagement Center (CEC). As a Subject Matter Expert (SME), the Senior Resolution Specialist will be critical in the ongoing education and success of all client-facing team members within the CEC. Senior Resolution Specialist will focus on developing the next generation of talent within the CEC while developing their own innate coaching and leadership skills. A high-performing Senior Resolution Specialist may have the opportunity to advance to Contact Center Assistant Manager, overseeing the day-to-day operational success of Client Advocates.

Pay Range: $ Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

Escalated Contact Handling & Issue Resolution

• Handles complex client interactions in a professional manner utilizing discretion in balancing risk and reputation while delivering exceptional client experience
• Diligently governs complaint intake sources, such as email and complaint portals, and accepts escalated phone calls for prompt handling and resolution; owning or delegating to team members based on source, complexity, and subject matter expertise.
• Works closely with Executive Leadership on complaint cases, communicating complaint status updates and findings frequently through resolution.
• Performs research and investigation of customer issues and requests in systems and applications
• Partners with business units to diagnose, resolve, and perform root cause analysis to determine appropriate resolution, ensuring a high degree of responsiveness, accuracy, and accountability.
• Utilizes appropriate interpersonal styles and communicates effectively, both orally and in writing, with all organizational levels including Executive Leadership.
• Acquires necessary information from customers and systems to understand the nature of the concern, working through ambiguity to determine the best course of action to achieve a satisfactory resolution.
• Performs moderate risk analysis to determine reputation and/or risk and exercises good judgement and due diligence on resolutions.

Case Management, Projects & Initiatives

• Manage dedicated team case queues ensuring adherence to regulatory and bank policies and procedures
• Autonomously manages a case worklist which includes but is not limited to maintenance requests, callback requests, complaints, survey responses, etc. ensuring all responses are accurate and thorough; all regulatory timeframes as well as internal Service Level Agreements are met to optimize the customer experience and remain compliant.
• Diligently documents correspondences received and responses sent in the case-logging system for effective reporting and auditing.
• Participates in projects and initiatives by providing input on service and process improvement based on customer contacts.
• Supports the bank's complaint management success by educating personnel on contact handling expectations, ensuring resources are intuitive and comprehensive, and by documenting key findings.
• Performs additional responsibilities as assigned by management.

Support

• Collaborate with clients and advocates to address their concerns effectively. Provide a comprehensive assessment and educational support related to their initial inquiries, incorporating any relevant information uncovered throughout the engagement
• Partner with clients and advocates to elevate their knowledge of our processes and procedures, to better understand the solutions to their concerns and reduce the need for future client contact
• Identify trends in recurrent client complaints and partner with leadership to document issues

Operations & Training

• Ability to serve as a leader, mentor, and coach for Client Advocates through ad-hoc and skill development-based discussions
• 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 meetings sure as team huddles, scorecards, education and one on one meetings with direct leadership

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ADDITIONAL ACCOUNTABILITIES

• Adhere to scheduled shift, including all pre-assigned events throughout the work day
• Be available to work additional hours and varying shifts including evenings, holidays and weekends when needed
• 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.

Flagstar is an Equal Opportunity Employer

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

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.