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Senior Banking Support Specialist
Flagstar Bank. Manage a high volume of inbound contacts from branch personnel, providing guidance on banking operations, procedures, and retail banking products .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in retail banking operations, including account maintenance, transaction research, and compliance with banking regulations. Proficient in mentoring team members and delivering training while effectively managing high volumes of customer inquiries.
Highest-signal resume keywords
Contact Center ExperienceRetail Banking KnowledgeCustomer Resource Management (CRM) ProficiencyCoaching and Mentoring SkillsBanking Regulations Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account MaintenanceTransaction ResearchDigital BankingLoan ProcessingDocumentation AccuracyProblem AnalysisService Level ManagementCompliance TrainingBranch Operations ProceduresRetail Banking Products
Soft Skills
Clear Verbal CommunicationActive ListeningCollaborationAdaptabilityConstructive Feedback
Tools & Technologies
FiServ DNAMS Office SuiteFinancial Services PlatformsCustomer Resource Management (CRM) Software
Certifications & Qualifications
Flagstar Client Advocate Training Program Completion
Industry Keywords
Banking RegulationsPrivacy LawsSecurity ProtocolsBranch ProceduresOperational Guidelines
About the role
Key responsibilities & impact- Manage a high volume of inbound contacts from branch personnel, providing guidance on banking operations, procedures, and retail banking products
- Support branch staff with complex inquiries involving account maintenance, transaction research, debit cards, digital banking, Trust and IRA accounts, and loans
- Document research requests and route escalated or complex inquiries to appropriate internal departments
- Identify and communicate trending branch issues to leadership
- Meet daily accuracy, productivity, quality, and service objectives
- Follow internal announcements, training updates, products, services, systems, policies, procedures, and banking regulations
- Mentor and coach new Solutions Center team members
- Participate in testing banking systems and technology platforms, documenting issues and providing implementation feedback
- Contribute subject matter expertise to branch-facing training materials, job aids, and reference guides
- Assist with delivering training content to branch personnel
- Complete assigned compliance, procedure, and product LMS courses
- Attend team huddles, scorecard reviews, continuous education sessions, and one-on-one meetings with leadership
- Maintain compliance with applicable federal, state, and local laws and regulations
Requirements
What you’ll need- High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
- 2+ Years of Contact Center experience and/or comparable Flagstar Branch Banking experience
- Familiarity with retail banking policies, branch operations, products and procedures
- Proficiency with Customer Resource Management (CRM) software
- Experience with FiServ DNA, MS Office Suite, Financial Services platforms
- Successful completion of Flagstar Client Advocate training program
- Experience coaching teammates and delivering constructive feedback
- Experience supporting bank-wide and/or department-level operational initiatives
- Clear verbal communication and active listening skills
- Deep knowledge of Flagstar's retail banking policies, branch procedures, and operational guidelines
- Ability to analyze complex branch inquiries, identify root causes, and propose effective solutions
- Accuracy in documenting branch interactions, researching transactions, and updating records
- Ability to adapt to evolving procedures, system changes, and business needs
- Ability to manage multiple inbound contacts, prioritize workloads, and meet service level goals
- Strong knowledge of banking regulations, privacy laws, and security protocols
- Understanding of retail banking products and services, including deposit accounts, loans, debit cards, Trust and IRA accounts, and digital banking platforms
- Ability to coach, mentor, and collaborate with teammates
- Ability to explain complex banking policies and procedures
- Ability to collaborate with cross-functional teams
- No travel requirements
Benefits
Comp & perks- 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