Job Details

Job Summary:
Flagstar Bank is seeking a dynamic individual to join our customer service team as a customer service research representative. This individual responds to customer issues and concerns regarding loans and accounts.
Responsibilities:

Calls customers when necessary to advise of delays and necessary information.
Communicates daily with customers and bank employees.
Communicates with departments, management and vendors.
Fills out forms and determines changes for services requested.
Handles phone calls with various internal and external customers in a professional matter.
Obtains customer feedback.
Processes customer requests according to established department policies and procedures.
Provides timely and accurate information to incoming customer requests.
Provides timely feedback to the company regarding service failures or customer concerns.
Receives and enters phone and fax data.
Additional responsibilities as assigned by management.

 
Qualifications:

High school diploma or GED required.
Some degree related coursework preferred.
Up to one year of customer service, banking or mortgage experience preferred.
Call center experience preferred.
Excellent understanding of IRA laws and functions for compliance issues.
Working knowledge of account inquiries, investigation, systems and productivity reports.
Ability to use a 10 key calculator.
Excellent verbal and written communication skills.
Demonstrated professionalism, tact and diplomacy.
Exceptional customer service and interpersonal skills.
Strong problem solving and conflict resolution skills.
Ability to adapt to new demands and challenges.
Strong organizational skills with close attention to detail.
Ability to work under minimal supervision is required.
Competently utilize computer software - MS Word, MS Excel, TIMS, Glenn, Mortrac, the Internet and e-mail are an integral part of day to day activity.
Ability to work the varying shifts, rotating schedules and weekends; overtime may be required based on business need.

Flagstar Bank is an Equal Opportunity Employer