Phone Channel Client Consultant Sr

Position TitlePhone Channel Client Consultant SrLocationNationwide, MI 48098Job SummaryThe Phone Channel Client Consultant virtually delivers an omnichannel exceptional sales and service experience to existing and prospective bank clients leveraging extensive knowledge of products and services to help clients achieve their financial goals. Provides best in class experience by resolving concerns and providing various product details that focus on meeting the financial needs of our clients. The focus of this role is on client management, client retention, deposit growth, and introductions to key bank partners (Wealth Management, Direct to Consumer Channel, and Business Banking) to ensure our clients have access to experts who can help them achieve their financial goals. This position will have extensive lending and basic investment interactions. Individuals in this role are responsible for being role models for Flagstar Bank’s client-centric culture, while embracing diversity and maintaining ethics and integrity.Job Responsibilities: JOB RESPONSIBILITIES BusinessPerformance:Speaks withclientsvia inbound or outbound calls, asksappropriate financialquestionsandidentifiesopportunities to educate and empower our clients to meet their needs for future financial success. Schedulesappointments andmaintainshigh levelof follow-through to ensure outstanding client experience. Sales Performance:A significant portionof this role will involve making outbound telephone callsas well as onboarding Flagstar.com clients to ensure client’s financial goals are met and the client’s experience is seamless.Takes inbound and makes outbound calls from/toclientsto ensure sales and serviceobjectivesare met. Engages with clients on video chat when appropriate. Meets andexceedsestablished service,productivityand sales standards.Participates in on-goingsales initiatives for Consumer Banking including but not limited to supporting the Client Engagement Center, Direct to Consumer Channel, Flagstar.com and the My Banking Direct channel,Invocamarketing campaigns, and originates consumer loan applications for all of Consumer Banking as well as Flagstar’s online application channel. Client Experience:Assistswith client questions and/or issues relating to their accounts. Demonstratesstrongclientserviceexpertiseand 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. Meetsand exceedsgoals by working with clients to build and deepen relationships to uncover financial needs, and recommendsthe best products,servicesand solutions to meet thoseobjectives. Educatesand empowersour clients to drive towards solutions to meet their financial goals. Ensuresthe client's requests are met by partnering with theappropriate specialistWealth Partner, Direct to Consumer Team, andBusiness Banking) to meet the client's banking,mortgageand investment goals. Deliversaccurate,responsiveand courteousclientservice to everyclient(internal & external)everytime. RiskManagement:Performsand 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 inon-goinginternal and external training programs as required or recommended. Usesindependent judgement and discretion to make decisions.Acquiresandmaintainsup-to-date knowledge of applicable policies, procedures,guidelinesand bank operating systems.Observes andcomplies withpolicies and procedures, customer service standards, and compliance guidelines. ADDITIONALACCOUNTABILITIES Performs special projects, andadditionalduties and responsibilities asrequired. Consistently adheresto regulatory and compliance policies and standards linked to the job as listedand complete required compliance trainings.Accountable tomaintaincompliance with applicable federal,stateand local laws and regulations. JOB REQUIREMENTS Required Qualifications: Education levelrequired:​High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent​. Minimum experiencerequired:​5+ Years​of retail banking experience or5+yearof equivalent retail,salesor customer service experience. Access to a dedicated, hard-wire connectionrequired. Professionalhome workspace free of distractions from other household members. Environment/background that would be acceptable for a client toview onvideo 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. Certified Lender. Job Competencies: Demonstrated computerproficiencywithWindows-based applications, including word processing and e-mail. Demonstrated ability to achieveobjectiv