Consumer Operations Specialist

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.

About the role

This is a full-time, hybrid career opportunity based out of our Jersey City location in Jersey City, NJ. Responsible for the oversight of excellent operational performance within assigned centers. Serves to champion a culture of customer experience, compliance, and operational excellence. This position supports approximately 20 financial centers across Northern New Jersey. Regular travel to these locations is required. In addition, occasional overnight travel within the region or to other markets may be necessary.

Responsibilities

• Implement policies and procedural changes while continuously seeking opportunities for process improvement.
• Recognize training gaps and create learning opportunities.
• Conduct and inspect various financial center assessments to ensure understanding, accuracy, and completeness.
• Partner with Consumer Sales Managers to ensure coordinated communication, change leadership, and direction for Financial Center employees.
• Serve as the operational subject matter expert and resource for Financial Centers within an assigned area, providing guidance and expertise for simple to complex operational issues.
• Communicate and provide clear understanding so that all market and corporate operational initiatives and policy enhancements are quickly adopted and implemented successfully.
• Track and analyze corporate and industry issues to recommend best practices for operational policies and procedures at Financial Center and market levels.
• Provide targeted training for employees, Financial Centers, or job families that need additional support.
• Work closely with Learning and Talent Development to ensure operational training is available as required for employees.
• Support the operations learning during the onboarding process for newly hired and promoted employees.
• Champion a culture of customer experience while educating and modeling how to strike the appropriate balance with compliance and operational excellence.
• Conduct regular Financial Center visits to inspect proper understanding and compliance with policies and procedures.
• Monitor controls such as cash limits, Medallion STAMP program, reconcilements, and various teller reports.
• Work closely with Financial Center staff to create action plans and follow up necessary to remediate negative audit and review findings.
• Responsible for quarterly review of Branch Internal Control Certification for accuracy and completion.
• Support and monitor regulatory procedures and compliance initiatives.
• Conduct a full Financial Center assessment at least annually to ensure operational compliance.
• Plan and facilitate Fulton Financial Corporation operational meetings for Financial Center staff to reinforce the balance between customer and compliance focus.
• Remain informed and up to date with all bank and regulatory requirements, educating Financial Center staff to ensure awareness and monitor adherence.
• Work collaboratively with Consumer Sales Manager and Financial Center Manager to ensure all areas of Financial Center meet expectations by appropriately balancing sales, operations, and customer experience.
• Serve as a change leader to support employees during ongoing transitions.
• Act as a liaison among other departments and/or committees.
• Participate and complete various other projects supporting consumer segment and Financial Center operations (e.g., Information Technology, Audit).
• Participate with Market Leadership initiatives and aid in the coordination of resources to develop efficiencies and cost management within the market.

Requirements

• Bachelor's Degree or the equivalent experience. Specialty: Relevant degree pertaining to the essential duties of this role. (Required)
• 7 or more years of banking and management experience. (Preferred)
• This position may require incumbent to be registered in the Nationwide Mortgage Licensing System and Registry. Incumbents who are required to register will be notified in writing. (Required)

Pay

The salary range for this position is $72,500.00 - $120,800.00 annually. 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.

Benefits

This job is eligible to participate in a short-term incentive compensation plan subject to individual and company performance. Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify, including:

• 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.
• A robust wellness program with financial incentives.