• Respond to customer inquiries via email or chat in a timely and professional manner • Resolve customer issues efficiently while ensuring accuracy and completeness • Maintain detailed and accurate records of customer interactions • Identify customer needs and provide appropriate solutions or escalate when necessary • Demonstrate empathy and a strong commitment to customer satisfaction • Follow company policies related to safety, compliance, and risk management • Collaborate with internal teams to improve processes and customer experience • Continuously seek opportunities to enhance service quality and improve customer outcomes • Identify recurring customer issues and provide feedback to improve processes, tools, and overall experience

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