Senior Customer Care Specialist

Value Proposition

Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

Overview

This is a full-time career opportunity that can be remote within the Fulton Bank footprint as follows: DC, DE, MD, NJ, PA, VA.

The Senior Customer Care Specialist is responsible for delivering a high-quality customer experience within Loan Operations by managing customer complaints, executing targeted outreach, and resolving complex loan servicing issues. This role serves as a subject matter expert and escalation point, ensuring timely resolution of customer concerns while maintaining compliance withregulatory requirements and internal policies. The Senior Customer Care Specialist demonstrates strong communication, problem-solving, and organizational skills while collaborating across departments to resolve issues. This role operates at an elevated level of performance, supports continuous improvement efforts, and may provide guidance and coaching to team members.

Responsibilities

• Resolve customer issues by utilizing experience in federal banking regulations, knowledge of Fulton Bank policies and procedures, and by listening, caring, and understanding customers to ensure we are improving their lives. Access, navigate, obtain, and edit data in various systems according to product type and provide accurate resolution based on customer need ensuring customer privacy is protected.
• Support the development of other staff by offering training, coaching, and support in a mentor capacity while also leveraging experience to support customers when an escalated issue or complaint occurs.
• Complete loan servicing tasks, including maturing loans and recast outreach, within required timeframes while ensuring properdocumentation of all communication attempts.
• Execute outbound customer outreach related to loan servicing scenarios, including short payoffs, short payments, missing loandocumentation, and maturing or final payment loans. Engaging key stakeholders within defined timeframes to resolve loan-related issuesand improve customer outcomes.
• Support the resolution of customer requests by thoroughly researching and collaborating with operational back-office teams and owning requests up to resolution by keeping customer informed. Liaise with various operational experts to ensure customer needs are met.
• Responsible for compliance with applicable regulations, operational security policies and procedures, and all risk management elements associated with the role as defined by management.

Additional Responsibilities

• May be responsible to manage non-default modification requests, coordinating all activities and approvals to finalize the request, and responding to the customer accordingly.
• May serve as an escalation point for the Direct Banking Center and Financial Centers when detailed research / conversation with customers is required, particularly when resolving varied residential mortgage issues.
• May be responsible for outbound calls to proactively address an identified issue with a customer account.

Qualifications

Education

High School Diploma or equivalent. Specialty: not applicable at this level. (Required)

Experience

3 or more years customer service and banking procedures. (Required)

3 or more years customer service experience with a focus on consumer residential lending practices. (Preferred)

Other Duties as Assigned by Manager

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

Pay Transparency

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate’s knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

The hourly rate for this position is $17.75 - $26.15.

Benefits

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account or health savings account depending on the medical plan chosen; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay and paid volunteer time; disability insurance coverage and maternity and parental leave; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about your potential eligibility for these programs, please visit Benefits & Wellness | Fulton Bank.

EEO Statement

Fulton Bank (“Fulton”) is an equal opportunity employer and is committed to providing equal employment opportunity for all qualified persons. Fulton will recruit, hire, train and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to race, color, religion, creed, sexual orientation, national origin, citizenship, gender, gender identity, age, genetic information, marital status, disability, covered veteran status, or any other legally protected status.

Sponsorship Statement

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future.

Originally posted on Himalayas