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Research Specialist
Fulton Financial Corporation
East Petersburg, PA, United States
Job Details - this job has expired, please see similar jobs below
Overview
Responsible to provide resolution for a variety of complex customer requests and inquires related to all Fulton Financial Corporation products and services received via the Direct Banking Center, branches, and operational departments. Prepare accurate consumer, commercial and mortgage loan payoff quotes. Mitigates losses to the corporation by remaining current with all Fulton Financial Corporation policies and fees related to loan payoff quotes. Provide detailed, accurate and professionally written responses to customer service emails. Completes all necessary research related to subpoenas and search warrants and Grand Jury investigations.
Hours are 8:30 - 5:00 Monday-Friday
Location is East Petersburg, Pa (near Lancaster, Pa)
Responsibilities
Essential Duties
• Provides timely resolution in a professional manner to various complex research requests for Fulton Financial Corporation internal and external customers. Fulfills our Customer Service Promise daily by modeling the behavioral elements as outlined in the Customer Experience program. Completes complex research requests received via Fulton Financial Corporation Connect cases for all deposit and loan products. Completes required research and documentation preparation for subpoenas, search warrants and Grand Jury inquiries. Possesses comprehensive knowledge of all Fulton Financial Corporation products and services in order to provide accurate and timely responses to customer inquiries. Remains current with all procedural and product changes, such as fee changes, regulatory changes, and technology changes that impact Fulton Financial Corporation customers, employees, and processes. Demonstrates mastery of various computer systems, both current and legacy systems acquired from affiliates, required to complete account research. Maintains thorough knowledge of the functions of all Fulton Financial Corporation operational departments in order to provide timely and accurate resolution to customer requests. Produces clear, concise written communications such as internal emails, memos, and responses to Fulton Financial Corporation Connect Cases. Prepares detailed, professionally written correspondence for Fulton Financial Corporation Affiliate customers to thoroughly address each inquiry. Demonstrates strong commitment to working in a team environment to accomplish department goals. Utilizes time and self management skills to maintain established department turnaround average for research requests.
• Provides thorough and accurate responses to customer inquiries received via email. Provides timely review of and response to all incoming customer service emails. Ensures all inquires receive a professionally communicated response within established response times. Identifies issues that require elevation to department and or other management representative prior to responding. Demonstrates complete knowledge of Fulton Financial Corporation Department functions to ensure requests that cannot be addressed by the Research Department are properly routed to the appropriate individual. Provides follow up to ensure all emails routed to other work groups are responded to. Performs all necessary research related to complex requests, enters appropriate cases, and gathers all necessary information to provide customers with thorough, accurate responses to their inquiries. Works closely with department management to ensure all customer email responses are professionally written, and convey our Service Promise.
• Provides accurate loan payoff quotes in a timely and efficient manner. Reviews all aspects of a customer’s lending relationship to ensure accurate payoff information is provided for commercial loan, installment loan, mortgage, and lease requests received for Fulton Financial Corporation affiliate customers. Maintains superior knowledge of all bank computer systems used to access information related to loans and loan payoffs. Possesses a thorough understanding of loan terminology, and the complex information contained within a variety of loan documents. Remains current with Fulton Financial Corporation lending practices and procedures to ensure accuracy of payoff quotes. Responsible to identify all collateral documentation contained within loan files. Possesses the ability to identify and calculate all applicable satisfaction fees required to release collateral, and any applicable prepayment penalties that may be owed at time of payoff. Ensures all required authorizations are obtained for third party payoff requests. Works closely with Research department management to ensure accuracy of each payoff quote. Maintains established department turnaround times for all requests.
Qualifications
Qualifications:
Education
High School Diploma or equivalent experience. (Required)
Experience
2 or more years Banking. (Preferred)
EEO Statement
Fulton Financial Corporation (“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.
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