Job Summary
The Escalated Client Relations Advocate is responsible for demonstrating world-class customer support by handling escalated/complex customer complaints received through a variety of communication channels, including the Office of the President. The 'Advocate' is responsible for coordinating with internal departments, formulating complaint responses, and tracking actions via our complaint system in accordance with internal and external procedures. The 'Advocate' has a direct impact on our brand reputation and ensures proper due diligence is followed in complaint handling while upholding regulatory compliance.
Job Responsibilities:
Complaint Handling/Issue Resolution:
* Become a subject matter expert in at least one content area (Banking, General Servicing, Default Servicing, Origination).
* Handles inbound contacts to the Office of the President from complainants, including State Attorneys General, U.S. and State Congressional Offices, and Department of Justice, in a professional manner utilizing discretion while balancing the risk between the Bank and the complainant.
* Utilizes appropriate interpersonal styles and communicates effectively, both orally and in writing, with all organizational levels.
* Appropriately questions complainants to understand issue and capture accurate information in an effort to identify most effective troubleshooting and problem solving technique.
* Facilitates communication and coordination among departments on complaint issues to identify cause of the problem and determine appropriate resolution.
* Performs moderate risk analysis of complainant to identify if complaint issue impacts brand reputation and/or poses a risk to the Bank and communicates with applicable departments.
* Requests documentation of transactions from other departments, customers, merchants, and/or third parties to formulate appropriate risk and complaint response decisions.
* Responds to Legal Discovery requests and ensures that all required documentation is made available to the entity requesting the information.
* Stays current with regulations and regulatory actions related to banking and servicing issues and tags complaint issue accordingly.
* Manages complaints according to bank-wide enterprise complaint process, ensuring all responses are on-time, accurate, and top-quality.
* Assures that regulatory timeframes as well as internal Service Level Agreements are met to avoid compliance and regulatory violations.
Case Management:
* Utilizes a case tracking system to document all communications with complainants, including key dates of contact, in-depth information about the issues/complaints experienced, resolutions shared with customers, applicable regulations with each issue/complaint, and associated supplemental attachments.
* Applies institutional knowledge based on complaint type and utilizes all applicable systems available, including but not limited to, PeopleSoft, DNA, MSP, GCC Notes, Mortrac, Western Union, IDM, Back in the Black, SMART, FARA and LPS desktop, etc. to facilitate a comprehensive review/research of the complaint.
* Conducts individual and peer review of complaint cases verifying salient information is accurate, clear and concise, and handled according to turn times to ensure regulatory compliance.
Written Correspondence:
* Facilitates written correspondence to complaints and/or inquires received from the Office of the President inbox appropriately with the ability to handle internal or external push-back respectfully and constructively.
* Drafts written letter correspondence to customers and non-customers which entails gathering and reviewing data from several sources that include the initial customer complaint and the corresponding internal Business unit response to the complaint.
* Performs considerable evaluation, good judgment, and due diligence on responses since errors in this position may result in direct monetary impacts and/or pose a reputational risk.
* Partners with appropriate business units for letter approval before distributing to complainants.
Support Personal & Office of the President Team Development:
* Attends and/or successfully completes departmental and corporate trainings.
* Develops and maintains guidelines and procedures for all job functions.
* Performs other duties as assigned.
* Attends classes for personal and professional development.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies
Job Requirements:
* High School Diploma, GED or Foreign Equivalent required.
* Associate's Degree in Business, Business Administration, or comparablerequired OR Comparable work experience (in the area of business, business administration, or business management).
* 4+ years of customer service and/or complaint escalation required (in regulated industry preferred).
* 3+ years of experience in financial services industry.
* Working knowledge of banking regulations preferred.
* Strong comprehension, critical-thinking, and problem-solving skills with the ability to think under pressure.
* Exceptional customer service skills with the ability to actively listen and resolve conflicts with potentially irate customers.
* Excellent attention to details while understanding the broader picture with the highest focus on customer service.
* Strong oral and written skills with emphasis on grammar, editing and proofreading skills ensuring little re-work is needed.
* Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience.
* Solid research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.
* Comprehensive understanding of the bank's organizational structure and overall operations with the ability to utilize multiple systems for research/complaint resolution.
* Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/through.
* Must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight timeframes.
* Work under pressure on multiple tasks concurrently with little to no direction and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
* Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, and Excel).
