Executive Response & Governance Supervisor - Work from home United States
Flagstar Bank N.A

Austin, Texas

This job has expired.


Job Summary
Our Office of the President (OOTP) team is dedicated to supporting and servicing consumers (i.e., current, former, and prospective customers) with escalated matters related to accounts, products, platforms, and experiences. The OOTP is the highest point of escalation in the bank, handling contacts from sources including, but not limited to: regulatory agencies, congressional offices, Better Business Bureau (BBB), Executive Leadership, and social media. The team oversees the intake, handling, resolution, response, logging, and reporting of escalated complaints for the bank. Typically, matters are complex in nature, high-profile, have an increased propensity for potential risk and/or reputational impact, and require coordination with multiple internal departments. The team works closely with our Customer Experience (CE) team, leveraging escalated complaint data to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction.

The OOTP team is comprised of Executive Response Specialists, Sr. Executive Response Specialist, and Executive Response Supervisor. An Executive Response Supervisor is accountable for their team and team operations, a leader to their team and among their peers, performs their duties and responsibilities autonomously and effectively, a customer service extraordinaire, creative, thorough, passionate, and influential and inspiring to their peers and colleagues.

Pay Range: $58,500.00 - $83,000.00 - $107,500.00

Job Responsibilities:

Office of the President Team Oversight

  • Manage the hiring, scheduling, training, performance, coaching, quality, and direction of the team. Meet with Specialists on a recurring basis to provide updates, assign new projects, and develop future plans.
  • Oversee the OOTP team and/or Specialist work-flows ensuring all applicable regulatory and customer complaints are responded to in a professional and timely manner so that service level agreements (SLAs) and compliance timeframes are met.
  • Review, edit, audit, and provide effective feedback on materials developed by team members for consistency and accuracy.
  • Perform continuous review of team processes, deliverables, and methodology to ensure high quality output.
  • Monitor and distribute departmental workload to ensure job duties are performed within required SLAs; delegating to team members based on type, complexity, and subject matter expertise.
  • Manage performance and hold personnel accountable for results and behaviors.
  • Develop policies and procedures to ensure compliance with applicable laws and regulations.
  • Work closely with Executive Leadership on complaint cases, communicating complaint status updates and findings frequently through resolution.
  • Continuously examine team processes for efficiency, streamlining opportunities, and effectiveness including the case review process.

Office of the President Reporting, Auditing, and Quality Review
  • Fulfill related internal and external audit requests on behalf of the organization.
  • Perform quality review of OOTP response letters, ensuring correspondences reflect a professional tone and image, adhere to regulatory requirements, and can be easily understood by customers with varying levels of financial services knowledge.
  • Perform quality review of OOTP cases to ensure quality and accuracy, and address potential questions prior to report distribution and/ or audit requests are fulfilled.
  • Develop and manage metrics and dashboards to communicate actionable performance results.
  • Complete ad hoc reporting and data analysis to support business decisions.

Enterprise Complaint Management & Complaint Mitigation
  • Support the bank's Enterprise Complaint Management (ECM) program and program success by training and educating personnel on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution.
  • Build and maintain relationships with other departments and leaders to collaborate on reducing complaints and improving the customer experience.
  • Work closely with business partners to ensure all written and verbal complaints are received, investigated, and resolved timely and in compliance with investor requirements, as well as federal and state laws.
  • Recommend policy, procedure, and process improvements for the betterment of current and prospective consumers and/or the bank; strengthening satisfaction of current customers assures them we hear their voice & value their feedback, and it strengthens their loyalty and likeliness to recommend Flagstar. A win-win-win!

Support Projects & Initiatives
  • Participate in projects and initiatives by providing input on service and process improvement based on customer feedback; making recommendations to improve self-service opportunities.
  • Partner with vendors and vendor oversight teams to develop resources and training materials for new vendor complaint-tracking and process improvements for existing vendors.

Support Personal and Team Growth & Development
  • Maintain working knowledge of all content areas (General (Performing) Servicing, Default Servicing, Origination, and Banking).
  • Proactively and autonomously staying apprised of company, industry, and business issues/ trends.
  • Maintain job aids and instructional guides for OOTP job functions.
  • Possess thorough knowledge of bank operations, products, services, and systems.
  • Oversee the onboarding and training of new team members, including new hire curriculum and new hire checklists, to enable their success and upholding the quality service internal and external customers expect and deserve.
  • Provide frequent, honest coaching and feedback. Coaches and mentors Specialists, leading by example and sharing best practices for team, organization, and customer success to develop a high performing diverse team.
  • Enthusiastically lead and participate in culture-enhancing events and activities including the Diversity, Equity, & Inclusion program.
  • Ensure employee training aligns with investor, regulator and client requirements.
  • Leverage unique skills of team members; structure assignments for developmental growth.
  • Develop and implement succession plans for all levels of the team and ensure training and development programs are in place to execute on them.

Job Requirements:
  • Bachelor's Degree required or 5+ years of comparable work experience required.
  • 5+ years of customer service and/or complaint handling or oversight required.
  • 5+ years of experience in the banking/ mortgage industry preferred.
  • 5+ years of experience with business writing required.
  • 5+ years of leadership experience preferred.
  • Proven ability in managing and coordinating cross-functional projects, activities, and resources.
  • Working knowledge of industry regulations strongly preferred.
  • Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel).
  • Must have exceptional grammar, editing, and proofreading skills ensuring little rework is needed.
  • Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience.
  • Demonstrated ability to motivate, coach, and hold team members accountable for high performance metrics.
  • Ability to make difficult but fair decisions, have tough conversations, and deal with difficult situations with confidence and respect.
  • Strong analytical, critical-thinking, and problem-solving skills with the ability to focus on details and understand the broader picture.
  • Ability to comprehend complex documents, procedures, and policies and distill these into easy-to-understand language, data points, and visualizations.
  • Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.
  • Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/ through.
  • Must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight timeframes.
  • Work under pressure on multiple tasks concurrently with little to no direction and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
  • Proven ability to execute.
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

For Internal Use Only: Band F


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