Bilingual (Spanish) Contact Center Representative - Banking Support - Work From Home United States

Bilingual (Spanish) Contact Center Representative - Banking Support - Work from Home United States Work From Home United States The Contact Center Representative 1 (“CSR”) will be responsible for answering inbound telephone calls from consumer banking customers regarding questions and issues on their accounts (e.g. account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the CSR 1 will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services. Pay Range: Local Minimum Wage - $18.62 - $24.00

• Handle all Banking call types, such as account balance inquiries, debit card support and Online Banking upon completion of additional call type training
• Capture complaint and Voice of the Customer feedback
• Meet and exceed customer satisfaction
• Document customer account maintenance requests for management and second level department review
• Escalate issues to management and/or second levels appropriately
• Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers
• Document case details in a thorough, accurate manner
• Perform and explain interest and product-related calculations

• Complete all required eLearning classes
• Complete new hire as well as required soft skills and additional call type training classes
• Perform additional responsibilities as assigned by management
• Actively participate in monthly performance meetings; meet or exceed all performance metrics.
• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
• Recognize and communicate the need for potential additions and/or modifications to current policies and procedures
• Maintain familiarity with systems and applications in order to research inquiries

• Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
• Excellent verbal and written communication skills, as well as strong listening skills.
• 1+ years of contact center and/or industry experience
• Ability and willingness to work in a team environment.
• Must have good telephone technique with well-developed customer service skills.
• Bilingual - Spanish
• Exceptional analytical and problem-solving skills and an ability to think quickly under pressure.
• HS Diploma, GED or Foreign Equivalent
• Banking experience preferred
• Demonstrated ability to look for ways to improve and promote quality.
• Sales experience preferred
• 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.
• Ability and willingness to work the varying shifts including evenings and weekends.