Private & Commercial Concierge Associate

Position Title

Private & Commercial Concierge Associate

Location

New York, NY 10018

Job Summary

The Private & Commercial Concierge (PCC) Associate serves as the first point of contact for Private Bank, Commercial, and Business clients, including prospective customers. This role delivers a refined, high-touch service experience with professionalism, discretion, and efficiency. The PCC Associate supports client, third-party, and internal team requests, ensuring accurate documentation and resolution with a focus on first-contact resolution. This position offers growth opportunities for high-performing individuals to enhance soft skills and gain expertise in our Online Banking platform, with potential advancement to a Senior PCC role supporting complex client interactions.

Pay Range: $20.48 - $27.31

Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

JOB RESPONSIBILITIES

• Provide exceptional service to Private Bank clients, third parties, and internal team members via phone, workflow, and email.
• Document all interactions thoroughly and accurately.
• Capture customer sentiment through Voice of the Customer feedback.
• Advocate for clients and internal stakeholders by coordinating positive outcomes and supporting research and documentation requests.
• Meet individual and team performance targets for service quality and productivity.
• Engage internal partners to address trending customer issues using communication tools.
• Implement updates related to internal announcements, training, products, services, systems, policies, procedures, and regulations.
• Offer flexible support including evenings, holidays, and weekends as needed.
• Escalate requests appropriately and ensure timely resolution.
• Process account maintenance tasks including statement delivery updates, debit card activation/deactivation, internal transfers, address changes, and stop payment requests.
• Ensure compliance with current policies and procedures when communicating with clients.
• Complete all required training courses promptly.
• Guide customers through advanced product usage.

ADDITIONAL ACCOUNTABILITIES

• Review client account documentation for accuracy and compliance with security protocols and regulations.
• Adhere to all regulatory and compliance standards and complete required training.
• Perform special projects and additional duties as assigned.

Required Qualifications:

• High School Diploma or equivalent.
• Minimum 2 years of experience in banking or financial services.
• Minimum 2 years of customer service experience.

Preferred Qualifications:

• Bachelor’s degree or college coursework.
• Experience with Salesforce, Touchpoint, Dynamics, or similar CRM platforms.
• Proficiency in Microsoft Office Suite.
• Experience with FIS, Fiserv, or comparable banking applications.

Job Competencies:

• Strong customer service orientation with excellent communication and problem-solving skills.
• Technical proficiency and ability to navigate multiple systems simultaneously.
• Proven success in fast-paced, customer-facing environments.
• Ability to work independently and collaboratively within a team.
• No travel requirements.
• Physical demands in accordance with ADA guidelines.

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