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Flagstar Bank · 3 weeks ago

Private & Commercial Concierge Associate

New York/1400 Broadway/114025

Full-time

Onsite

Entry Level

$27.31/hr - $32.57/hr

2+ years exp

Flagstar Bank is a financial institution that offers banking services. They are seeking a Private & Commercial Concierge Associate to serve as the first point of contact for Private Bank, Commercial, and Business clients, delivering high-touch service and ensuring accurate documentation and resolution of client requests.

BankingFinanceFinancial Services

Responsibilities

Provide exceptional service to Private Bank clients, third parties, and internal team members via phone, workflow, and email

Document all interactions thoroughly and accurately

Capture customer sentiment through Voice of the Customer feedback

Advocate for clients and internal stakeholders by coordinating positive outcomes and supporting research and documentation requests

Meet individual and team performance targets for service quality and productivity

Engage internal partners to address trending customer issues using communication tools

Implement updates related to internal announcements, training, products, services, systems, policies, procedures, and regulations

Offer flexible support including evenings, holidays, and weekends as needed

Escalate requests appropriately and ensure timely resolution

Process account maintenance tasks including statement delivery updates, debit card activation/deactivation, internal transfers, address changes, and stop payment requests

Ensure compliance with current policies and procedures when communicating with clients

Complete all required training courses promptly

Guide customers through advanced product usage

Review client account documentation for accuracy and compliance with security protocols and regulations

Adhere to all regulatory and compliance standards and complete required training

Perform special projects and additional duties as assigned

Qualification

Customer service experienceBankingFinancial servicesSalesforceMicrosoft Office SuiteTechnical proficiencyCommunication skillsProblem-solving skillsTeam collaboration