Private & Commercial Client Services Call Center Associate

Position Title

Private & Commercial Client Services Call Center Associate

New York, NY 10018

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.

Monday to Friday 3pm - 11:30pm (with alternating weekends)

$23.73 - $30.26

Local Minimum Wage - $0.00 - $0.00

• Handle requests of Private Bank clients, third parties, and PCGs through 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.

• 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.

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

• 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.

• 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