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

The Senior Customer Care Specialist provides exemplary service while facilitating customer transactions and requests or resolving varied customer banking inquiries for customers calling into the Fulton Bank call center. The Senior Customer Care Specialist embraces, promotes, and is accountable for delivering Fulton's superior customer experience program by resolving issues, addressing concerns, and making relevant, consultative recommendations to customers aimed at improving their financial health. Incumbents must perform at elevated standards of work, may train and coach newer staff members, and support escalated customer issues or complaints where needed.

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.
• Sell and refer products and services over the phone utilizing consultative conversations to identify customer needs across all product and service lines, including but not limited to deposit and credit products, in order to achieve assigned goals.
• 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 - $24.86.

 

Benefits

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits packa