About the position

As a Back Office Fulfillment Specialist, you will be responsible for supporting customers and internal partners by resolving back-office cases across online retail deposit products (e.g., online savings accounts and Certificates of Deposit). You will investigate and complete service requests such as CD maturity actions, account maintenance updates, deceased depositor processing, return mail handling, complaints, and certain money movement-related items. Success in this role requires strong attention to detail, accurate documentation across multiple internal systems, and consistent adherence to risk and control procedures while meeting productivity and quality targets. You may also provide periodic inbound call coverage and place targeted outbound calls when needed to resolve customer requests efficiently.

Responsibilities

• Resolve customer inquiries and back-office cases related to CD maturity, account maintenance, deceased depositor processing, return mail, complaints, and other deposit operations items, including eligible money movement requests.
• Place outbound calls as needed to gather information, confirm instructions, and assist customers with online retail deposit products (online savings and CDs).
• Receive, sort, and process incoming mail; route items appropriately and update case records based on documented procedures.
• Follow established procedures with a strong risk mitigation and control mindset; adhere to policy, compliance, and audit requirements.
• Navigate multiple internal tools and systems to research requests; document actions taken, key decisions, and outcomes clearly and completely.
• Meet performance expectations across key metrics (e.g., quality, productivity, timeliness, adherence) while maintaining a customer-first approach.
• Participate in projects and process improvement efforts to drive operational excellence, reduce rework, and improve customer experience.
• Provide inbound call coverage when required to support customer needs for online retail deposit products.

Requirements

• Minimum 2 years of customer service experience.
• Basic understanding of banking operations, including check payments, wires and ACH.
• Self-motivated, detail-oriented, and flexible, capable of prioritizing tasks and performing effectively under pressure in a team environment, including adapting to occasional overtime.
• Strong analytical, problem-solving, and organizational skills with a risk and control mindset, consistently taking ownership and accountability for tasks and projects
• High School diploma.

Nice-to-haves

• Experience supporting deposit products (e.g., savings accounts and Certificates of Deposit) in a bank or financial services operations environment.
• Basic familiarity with case management tools and workflow queues, including experience working to established Service Level Agreements (SLAs).
• Experience handling sensitive customer scenarios (e.g., deceased depositor processes) and/or processing written correspondence (mail operations).

Benefits

• training and development opportunities
• firmwide networks
• benefits
• wellness
• personal finance offerings
• mindfulness programs