Phone Channel Client Consultant at Flagstar Bank in Remote

Summary: Flagstar Bank is seeking a Phone Channel Client Consultant to deliver exceptional sales and service experiences to clients. This role focuses on client management, retention, and ensuring clients have access to financial experts to achieve their goals. Responsibilities: - Greets clients, asks appropriate finance questions and identifies opportunities to educate and empower our clients to meet their needs for future financial success - Schedules appointments and maintains high level of follow-through to ensure an outstanding client experience - A significant portion of this role will involve making outbound telephone calls - Takes inbound and makes outbound calls from/to clients to ensure sales and service objectives are met - Engages with clients on video chat when appropriate - Meets and exceeds established service, productivity and sales standards - Assists with client questions and/or issues relating to their accounts - Demonstrates strong client service expertise and the ability to resolve problems and proactively to prevent client dissatisfaction - Effectively communicates and engages via the telephone without the benefit of visual cues and clues which would normally be present in a face-to-face interaction - Meets and exceeds goals by working with clients to build and deepen relationships to uncover financial needs, and recommends the best products, services and solutions to meet those objectives - Educates and empowers our clients to drive towards solutions to meet their financial goals - Ensures the client's requests are met by partnering with the appropriate specialist (Registered Client Advisor, Mortgage, Business Banking) to meet the client's banking, mortgage and investment goals - Delivers accurate, responsive and courteous client service to every client (internal & external) every time - Performs and executes a variety of banking processes and transactions with accuracy and security while adhering to all fraud prevention measures - Utilizes various computerized systems for tracking, information gathering, and/or troubleshooting - Participates in on-going internal and external training programs as required or recommended - Uses independent judgement and discretion to make decisions - Acquires and maintains up-to-date knowledge of applicable policies, procedures, guidelines and bank operating systems - Observes and complies with policies and procedures, customer service standards, and compliance guidelines - 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 Required Qualifications: - Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent - Minimum experience required: 1+ Years of retail banking experience or 1+ year of equivalent retail, sales or customer service experience - Access to a dedicated, hard-wire connection required - Professional home workspace free of distractions from other household members. Environment/background that would be acceptable for a client to view on video chat (or area that is able to accommodate a background screen) Preferred Qualifications: - Education level preferred: Undergraduate Degree (4 years or equivalent) - Experience in a virtual customer service sales role Required Skills: Retail banking experience, Virtual customer service, Sales environment experience Important Skills: Windows-based applications, Call Center Telephony Nice-to-Have Skills: Customer service skills Benefits: Medical, Dental, Vision, Life, Disability insurance, Comprehensive leave program