Private & Commercial Concierge Associate

Flagstar Bank; New York (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading bank is seeking a Private & Commercial Concierge Associate to enhance client interactions. This entry-level position emphasizes customer service, requires 2+ years of experience in banking, and offers a competitive salary in a positive work environment.

Benefits

Medical, dental, vision insurance

Comprehensive leave program

Qualifications

• 2+ years of banking and/or financial institution experience.
• 2+ years of customer experience.
• Strong verbal and written communication skills.

Responsibilities

• Handle requests of Private Bank clients through phone calls and emails.
• Meet daily qualitative and quantitative service targets.
• Update client account documentation and maintain compliance.

Skills

Customer Service

Problem Solving

Communication

Technical Knowledge

Education

High School Degree or Equivalent

Bachelor's degree or some level of college coursework

Tools

Salesforce

MS Office Suite

Job description

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Position Title

Private & Commercial Concierge Associate

Location

Work From Home NY, NY 11801

Job Summary

The Private & Commercial Concierge Associate (PCC) serves as the first point of contact for our Private Bank clients and prospective clientele, delivering a refined, high-touch service experience with professionalism and discretion.

In this role, the PCC will be responsible for supporting requests from clients, third parties, as well as from Private Client Groups (PCG). Through these interactions, the PCC will create detailed documentation to ensure inquiries are resolved in an accurate and satisfactory manner with a focus on first-contact resolution. Including but not limited to conducting client focused telephone activities, replying to emails from colleagues and clients, troubleshooting Internet Banking profiles, and handling various other related duties.

This position offers a path for high-performing individuals to expand on their current skill set, mastering soft-skills and becoming an expert with our Online Banking platform. From there, a successful PCC will have the opportunity to transition to a PCC Sr who specializes in supporting more complex Private Bank client interactions.

Pay Range: $23.73 - $30.26 - $36.78

Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities

100% Customer Service:

• Handle requests of Private Bank clients, third parties, and PCGs though phone calls and emails, building positive relationships while supporting and promoting the overall financial health of our current and prospective customers.
• Be an advocate for our customers and internal members of the bank, supporting all requests for research, documentation and coordinating positive outcomes by partnering with internal business groups.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
• Drive results and engage applicable partners on trending customer issues through internal communication tools.
• Follow and implement internal announcements, trainings, products, services, systems, policies & procedures, and governmental regulations impacting the banking industry.
• Have flexibility in supporting business needs with the availability to provide additional hours and varying shifts including evenings, holidays, and weekends.
• Work hours: Monday - Friday 3pm - 11:30pm / Alternating weekends
  
  

Additional Accountabilities

• Update statement delivery, handle FIS/DNA Debit Card Alerts, activate/deactivate debit cards, complete internal transfers, address, and stop payment requests.
• Review client account documentation and ensure information is correct and documentation satisfies security measures, compliance and bank regulations.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
• Performs special projects, and additional duties and responsibilities as required.
  
  

Job Requirements

Required Qualifications:

• High School Degree or Equivalent.
• 2+ years of banking and/or financial institution experience.
• 2+ years of customer experience
  
  

Preferred Qualifications

• Bachelor’s degree or some level of college coursework.
• Salesforce/Touchpoint or comparable CRM experience.
• Expertise with MS Office Suite.
• Expertise with FIS/DNA or comparable banking applications.
  
  

Job Competencies

• A passion for customer service with excellent verbal and written communication and problem-solving skills.
• Strong technical knowledge and adapt in navigating multiple programs and applications simultaneously.
• A proven track record of thriving in a fast-paced customer facing environment.
• Ability to work independently in a team environment.
• No travel requirements.
• Physical demands (ADA): No unusual physical exertion is involved.
  
  

Flagstar is an Equal Opportunity Employer

Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Banking

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