JOB SUMMARY
Our Office of the President (OOTP) team is dedicated to supporting and servicing consumers (i.e., current, former, and prospective customers) with escalated matters related to accounts, products, platforms, and experiences. The OOTP is the highest point of escalation in the bank, handling contacts from sources including, but not limited to: regulatory agencies, congressional offices, Better Business Bureau (BBB), Executive Leadership, and social media. The team oversees the intake, handling, resolution, response, logging, and reporting of escalated complaints for the bank. Typically, matters are complex in nature, high-profile, have an increased propensity for potential risk and/or reputational impact, and require coordination with multiple internal departments. The team works closely with our Customer Experience (CE) team, leveraging escalated complaint data to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction.
The OOTP team is comprised of Executive Response Specialists, Sr. Executive Response Specialists, and Executive Response Manager. An Executive Response Specialist is a customer service extraordinaire, creative, thorough, passionate, influential and inspiring to their peers and colleagues, and performs their duties and responsibilities efficiently and effectively.
JOB RESPONSIBILITIES
Complaint Handling/ Issue Resolution
- Handles inbound contacts to the Office of the President from sources, including but not limited to: regulatory agencies, congressional offices, Better Business Bureau (BBB), Executive Leadership, and social media in a professional manner utilizing discretion in balancing risk and reputation while delivering white glove service.
- Diligently governs complaint intake sources, such as email and complaint portals, and accepts escalated phone calls for prompt handling and resolution.
- Performs research and investigation of customer issues and requests in systems and applications, including but not limited to: Salesforce, MSP, GCC Notes, Mortrac, Western Union, IDM, P8, SMART, and DNA.
- 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. Communicates complaint resolution to complainants orally and in writing, requiring empathetic and authoritative tact and elite professionalism. Drafts well-written thorough response letters that reflect a professional tone and image, adhere to regulatory requirements, and can be easily understood by customers with varying levels of financial services knowledge.Partners with team members and/or business units for letter approval before distributing.
Case Management & Reporting
- Utilizes a case tracking system to document all communications with complainants, including key dates of contact, in-depth information about the complaint and resolution, applicable regulations, and associated supplemental documentation for effective reporting and auditing.
- Autonomously manages a case worklist, ensuring all responses are timely, accurate, and thorough; all regulatory timeframes as well as internal Service Level Agreements are met to optimize the customer experience and remain compliant.
- Supports team members in fulfilling related internal and external audit requests on behalf of the organization.
Support Projects and Initiatives
- Participate in projects and initiatives by providing input on service and process improvements based on customer feedback; making recommendations to improve self-service opportunities and mitigate future complaints.
- Support the bank's Enterprise Complaint Management (ECM) program and program success by training and educating personnel on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution.
Support Personal and Team Growth & Development
- Remains a subject matter expert in at least one content area (General (Performing) Servicing, Default Servicing, Origination, or Banking).
- Proactively and autonomously staying apprised of company, industry, and business issues/trends.
- Supports team members to ensure job aids and instructional guides for OOTP job functions remain current.
- Enthusiastically leads, supports, and/or participates in culture-enhancing events and activities including the Diversity, Equity, & Inclusion program.
- Recommends policy, procedure, and process improvements for the betterment of current and prospective consumers and/or the bank; strengthening satisfaction of current customers assures them we hear their voice & value their feedback, and it strengthens their loyalty and likeliness to recommend Flagstar. A win-win-win!
ADDITIONAL ACCOUNTABILITIES
- 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.