Senior Banking Support Specialist

Location: Work from home in the United States; no travel required.

Salary: $21.34–$35.01 per hour, with potential variable incentives, bonuses, commissions, or other awards.

Company

hirify.global provides retail banking products and branch support services.

What you will do

• Handle a high volume of inbound contacts from branch personnel and provide accurate guidance on banking policies, procedures, products, and operations.
• Support complex inquiries involving account maintenance, transaction research, debit cards, digital banking, Trust and IRA accounts, and loans.
• Document inquiries thoroughly, research issues, and route escalated cases to the appropriate internal departments.
• Identify recurring branch issues and communicate trends to leadership to support operational improvements.
• Test banking systems and technology platforms, document findings, and provide implementation feedback.
• Mentor new team members and contribute to branch-facing training materials, job aids, and reference guides.

Requirements

• High school diploma, GED, HiSET, TASC, or foreign equivalent.
• At least 2 years of contact center experience and/or comparable Flagstar branch banking experience.
• Strong knowledge of retail banking policies, branch procedures, banking products, regulations, privacy laws, and security protocols.
• Ability to analyze complex inquiries, document interactions accurately, manage multiple contacts, and meet service-level goals.
• Clear verbal communication, active listening, adaptability, and the ability to coach and mentor teammates.
• Ability to use CRM systems, banking platforms, and relevant software applications.

Nice to have

• College, vocational, or associate degree.
• Experience with Flagstar branch banking, FiServ DNA, Microsoft Office, or financial services platforms.
• Completion of the Flagstar Client Advocate training program.
• Experience coaching teammates and supporting operational initiatives.

Culture & Benefits

• Remote work arrangement supporting branch personnel nationwide.
• Medical, dental, vision, life, and disability insurance.
• Comprehensive leave program and access to additional variable compensation opportunities.
• Ongoing compliance, product, and procedure training through the Learning Management System.
• Collaborative Solutions Center environment focused on teamwork, accountability, and operational excellence.