Bilingual (Spanish) Contact Center Representative - Banking Support - (Jackson, MI)

The 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, on-line banking password reset requests, and debit card activation requests). Through the course of these conversations, the CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services. Customer Service Handle all Banking call types, such as account balance inquiries, debit card support and On-line Banking upon completion of additional call type training Use analytical 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 2nd levels appropriately Document case details in a thorough