Value Proposition:
Hours:
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.
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The Customer Care Specialist provides exemplary service while facilitating customer transaction or requests and resolving varied customer banking inquiries for customers calling into the Fulton Bank call center. The 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. This role can be based either at one of our locations in East Petersburg, PA or Mantua, NJ, or can be a fully remote role.
Hours:
Monday-Friday 8:30AM - 5:00PM OR 6:45AM-3:15PM. All hours are EASTERN STANDARD TIME including rotating Saturdays 8:00AM -3:00PM.
Responsibilities:
- Assist customers who use our phone channel with best in class service through effective listening skills, empathy, and efficiency. Keep up to date with changing Fulton Bank policies and procedures, systems, product knowledge, and federal banking regulations. Proficient in accessing, navigating, obtaining, and editing data in various bank systems to provide accurate customer consultation and resolution.
- Support the resolution of customer requests by 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.
- 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.
- Responsible for compliance with applicable regulations, operational security policies and procedures, and all risk management elements associated with the role as defined by management.
Education
High School Diploma or equivalent. Specialty: not applicable at this level. (Required)
Experience
2 or more years customer service experience. (Required)
: 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. Sponsorship Statement : As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future. EEO Statement : Fulton Bank (“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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