Senior Customer Care Specialist

Fulton Bank•Manheim Township, PA

2d•$18 - $26•Remote

About The Position

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 with regulatory 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.

Requirements

High School Diploma or equivalent. Specialty: not applicable at this level. (Required)
3 or more years customer service and banking procedures. (Required)

Nice To Haves

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

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 proper documentation of all communication attempts.
Execute outbound customer outreach related to loan servicing scenarios, including short payoffs, short payments, missing loan documentation, and maturing or final payment loans.
Engage key stakeholders within defined timeframes to resolve loan-related issues and 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.
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.

Benefits

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
Employee Stock Purchase Plan
paid time off programs including holiday pay and paid volunteer time
disability insurance coverage
maternity and parental leave
adoption assistance
educational assistance
robust wellness program with financial incentives