Senior Banking Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a substantial volume of incoming inquiries from branch personnel, offering insights on banking operations, protocols, and retail banking offerings.

• Assist branch staff with intricate questions related to account management, transaction investigations, debit cards, digital banking, Trust and IRA accounts, and loans.

• Record research requests and direct escalated or complex inquiries to the relevant internal departments.

• Recognize and relay emerging branch issues to leadership.

• Achieve daily targets for accuracy, productivity, quality, and service.

• Stay informed about internal announcements, training updates, products, services, systems, policies, procedures, and banking regulations.

• Guide and mentor new members of the Solutions Center team.

• Engage in testing banking systems and technology platforms, documenting issues and providing feedback for implementation.

• Offer subject matter expertise for branch-facing training materials, job aids, and reference guides.

• Help deliver training content to branch personnel.

• Complete designated compliance, procedure, and product LMS courses.

• Attend team huddles, scorecard reviews, continuous education sessions, and individual meetings with leadership.

• Ensure compliance with relevant federal, state, and local laws and regulations.

⛳️ Requirements

• High School Diploma / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.

• A minimum of 2 years of experience in a Contact Center and/or relevant Flagstar Branch Banking experience.

• Knowledge of retail banking policies, branch operations, products, and procedures.

• Proficient in Customer Resource Management (CRM) software.

• Familiarity with FiServ DNA, MS Office Suite, and Financial Services platforms.

• Successful completion of the Flagstar Client Advocate training program.

• Experience in coaching colleagues and providing constructive feedback.

• Involvement in supporting bank-wide and/or departmental operational initiatives.

• Excellent verbal communication and active listening abilities.

• Comprehensive understanding of Flagstar's retail banking policies, branch procedures, and operational guidelines.

• Capability to analyze complex branch inquiries, identify underlying causes, and suggest effective solutions.

• Accuracy in documenting branch interactions, researching transactions, and updating records.

• Capacity to adapt to changing procedures, system updates, and business requirements.

• Ability to handle multiple incoming contacts, prioritize tasks, and achieve service level targets.

• Strong understanding of banking regulations, privacy laws, and security protocols.

• Familiarity with retail banking products and services, including deposit accounts, loans, debit cards, Trust and IRA accounts, and digital banking platforms.

• Skills to coach, mentor, and work collaboratively with teammates.

• Ability to articulate complex banking policies and procedures clearly.

• Capacity to work in collaboration with cross-functional teams.

• No travel obligations.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Comprehensive leave program.

• Variable incentives, bonuses, commissions, or other awards may be included in total compensation.