Role Description The Sr. Customer Service Representative (“CSR”) will be responsible for answering inbound telephone calls from consumer & business banking customers regarding questions and issues on their accounts (e.g., account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the Sr. CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-selling basic products and services. Job Responsibilities - Customer Service - Handle all Banking call types, such as business banking and/or branch support, upon completion of additional call type training. - Use critical thinking skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers. - Perform and explain interest and product-related calculations. - Escalate issues to management and/or second levels appropriately. - Document case details in a thorough, accurate manner. - Capture complaint and Voice of the Customer feedback. - Document customer account maintenance requests for management and second level department review. - Meet and exceed customer satisfaction expectations. - Sales - Provide customers with information about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customers. - Guide customers through and/or complete application process for advanced products. - Create sales referrals that include detailed prospect and product information. - Answer questions and overcome customer objections to close sales opportunities. - Operations/Training - Maintain familiarity with systems and applications to research inquiries. - Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers. - Complete required soft skills and additional call type training classes. - Complete all required eLearning classes. - Complete second level rotations to develop knowledge of sales process and operations. - Actively participate in monthly performance meetings; meet or exceed all performance metrics. - Recognize and communicate the need for potential additions and/or modifications to current policies and procedures. - Provide leadership to others through side-by-side coaching of new hires and existing agents on calls. - Perform additional responsibilities as assigned by management. - Additional Accountabilities - Performs special projects, and additional duties and responsibilities as required. - Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. - Accountable to maintain compliance with applicable federal, state, and local laws and regulations. Qualifications - Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent. - Minimum experience required: 1+ Years Banking Experience and 2+ Years Customer Services Experience. Requirements - Prior knowledge of Call Center Operations. - Sales Experience. Job Competencies - Compliance - Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adheres to Flagstar’s internal compliance policies and procedures. - Collaboration - Understands the importance of relationships to enable effective teamwork. Modifies personal style, focuses on the needs of others, and listens effectively to ensure effective outcomes for group endeavors. - Results Focus - Takes a dynamic approach to work characterized by initiating decisions and actions. Concentrates on achieving the outcomes of a process or project while adhering to the overall strategy of the organization. - Work Ethic - Demonstrates attributes of ethical behaviors, high personal standards, and sound work ethic all employers should expect of employees. - Communication - Excellent verbal and written communications skills as well as good listening skills and telephone technique with well-developed customer service skills. - Exceptional analytical and critical thinking skills and an ability to think quickly under pressure. - Ability and willingness to work in a team environment, demonstrated ability to look for ways to improve and promote quality. - Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs. Benefits - Access to a variety of benefits including medical, dental, vision, life, and disability insurance. - Comprehensive leave program. Pay Range $17.47 - $27.90

• Proactively identify customer’s goals and drive desired business outcomes • Conduct operational and business reviews highlighting success achievements • Establish yourself as the trusted advisor for your book of business • Identify and drive upsell and cross-sell opportunities across customer base

• Professionally manage a high volume of phone calls and email correspondence with clients and their families providing status updates and answering questions • Utilize internal systems to retrieve relevant information and provide accurate status updates • Adeptly multitask to ensure efficient handling of client queries while maintaining a high level of professionalism • Draft basic forms • Draft written correspondence to clients and VA • Update CCK's case management program files with all client conversations, pertinent correspondence, and information • Attend training sessions as directed by the supervisor • Assist with the training of new Client Advocate/Paralegals as needed

Role Description To provide support to independent medical safety assessment for Dexcom products by proactively obtaining, reviewing and evaluating additional data and reports containing potential safety information. To support individual case global safety / regulatory reporting compliance. To support quality system post market surveillance plan. To provide support to Health Care Professionals and Dexcom patients, who require immediate assistance due to device issues with potential health implications. - Assure medical validity and provide input to the activities of Customer Advocacy and Quality teams. - Following documented procedures, produce and document medically accurate assessments to include elements such as coding, causality, seriousness, and case narratives. - Triage and appropriately escalate product complaints that require elevated review and safety signals. - Execute post market surveillance activities in compliance with applicable global regulations, such activities include post market plans, PSUR, CER, literature reviews, design control, and risk management. - Review and provide input on any complaints regarding serious adverse events. Contact medical professionals for additional information as required. - Execute medical triage for appropriate causality on investigational assessment documents supporting regulatory reporting. - Assist in providing safety trend analyses and any related periodic review meetings. - When indicated, review technical support calls and communicate potential issues with technical support management. - Performs other duties related to the position as necessary as defined in company’s SOPs or requested by his/her supervisor. Qualifications - Knowledge of and clinical experience in field of diabetes and CGM technology are desirable. - Experience in Safety Vigilance monitoring and Adverse Event case processing/reporting or Quality Assurance are desirable. - Experience in Post Market Surveillance activities is desirable. - Ability to interpret company policies and procedures to complete a variety of tasks. - Must be self-motivated, self-confident, and be able to work independently or equally well as a team member. - Demonstrated ability for teamwork and collaborative problem-solving. - Other important qualities include excellent written and verbal communications skills, attention to detail, consensus building and teamwork, planning and implementation skills. - Registered Nurse preferred. - Minimum 2-5 years of previous clinical work experience. - 2 or more years of experience in Post Market Surveillance, Medical Device Reporting and Product Vigilance monitoring is highly desirable. Requirements - Travel Required: 0 – 25% - Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience. Remote Workplace Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option. Salary $37.93 - $63.22