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 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.

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 time frames 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. Engaging key stakeholders within defined time frames 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.

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…