Hiring Remote Executive Response Specialist – Work from home United States

Position Title

Executive Response Specialist – Work from home United States

Location

Work From Home United States

Job Summary

The Executive Response Specialist handles escalated complaints received through various communication channels, coordinates with internal departments, formulates a complaint response, and tracks within our complaint system in accordance with internal and external complaint handling procedures while demonstrating world-class customer support. The Executive Response Specialist has a direct impact on our brand reputation so it is critical to ensure proper due diligence is followed in complaint handling while ensuring regulatory compliance.

Pay Range: $38,700.00 – $54,900.00 – $71,100.00

Job Responsibilities:

Complaint Handling/Issue Resolution

Become a subject matter expert in at least one content area (Banking, General Servicing, Default Servicing, Origination)
Handles inbound contacts to the Office of the President from complainants, including State Attorneys General, U.S. and State Congressional Offices, and Department of Justice, in a professional manner utilizing discretion while balancing the risk between the Bank and the complainant
Utilizes appropriate interpersonal styles and communicates effectively, both orally and in writing, with all organizational levels

Appropriately questions complainants to understand issue and capture accurate information in an effort to identify most effective troubleshooting and problem solving technique
Facilitates communication and coordination among departments on complaint issues to identify cause of the problem and determine appropriate resolution
Performs moderate risk analysis of complainant to identify if complaint issue impacts brand reputation and/or poses a risk to the Bank and communicates with applicable departments

Requests documentation of transactions from other departments, customers, merchants, and/or third parties to formulate appropriate risk and complaint response decisions
Responds to Legal Discovery requests and ensures that all required documentation is made available to the entity requesting the information
Stays current with regulations and regulatory actions related to banking and servicing issues and tags complaint issue accordingly
Manages complaints according to bank-wide enterprise complaint process, ensuring all responses are on-time, accurate, and top-quality
Assures that regulatory timeframes as well as internal Service Level Agreements are met to avoid compliance and regulatory violations

Case Management

Utilizes a case tracking system to document all communications with complainants, including key dates of contact, in-depth information about the issues/complaints experienced, resolutions shared with customers, applicable regulations with each issue/complaint, and associated supplemental attachments.
Applies institutional knowledge based on complaint type and  utilizes all applicable systems available, including but not limited to, Salesforce, PeopleSoft, DNA, MSP, GCC Notes, Mortrac, Western Union, IDM, P8, SMART, and LPS desktop, etc. to facilitate a comprehensive review/research of the complaint
Conducts individual and peer review of complaint cases verifying salient information is accurate,  clear and concise, and handled according to turn times to ensure regulatory compliance

Written Correspondence

Facilitates written correspondence to complaints and/or inquires received from the Office of the President inbox appropriately with the ability to handle internal or external push-back respectfully and constructively
Drafts written letter correspondence to customers and non-customers which entails gathering and reviewing data from several sources that include the initial customer complaint and the corresponding internal Business unit response to the complaint
Performs considerable evaluation, good judgment, and due diligence on responses since errors in this position may result in direct monetary impacts and/or pose a reputational risk
Partners with appropriate business units for letter approval before distributing to complainants

Support Personal & Office of the President Team Development

Attends and/or successfully completes departmental and corporate trainings
Develops and maintains guidelines and procedures for all job functions
Performs other duties as assigned
Attends classes for personal and professional development
Ensures compliance with applicable federal, state and local laws and regulations.  Completes all required compliance training.  Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures.  Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements

HS Diploma, GED or Foreign Equivalent
4+ years of customer service and/or complaint escalation required (in regulated industry preferred)
3+ years of experience in financial services industry
Working knowledge of banking regulations preferred
Strong comprehension, critical-thinking, and problem-solving skills with the ability to think under pressure
Exceptional customer service skills with the ability to actively listen and resolve conflicts with potentially irate customers
Excellent attention to details while understanding the broader picture with the highest focus on customer service

Strong oral and written skills with emphasis on grammar, editing and proofreading skills ensuring little re-work is needed
Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience
Solid research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations
Comprehensive understanding of the bank’s organizational structure and overall operations with the ability to utilize multiple systems for research/complaint resolution
Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/through

Must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight timeframes
Work under pressure on multiple tasks concurrently with little to no direction and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities
Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, and Excel)

Internal Use Only – Job Band H