Customer Care Specialist
About The Position
The Customer Care Specialist provides industry leading service while facilitating customer transactions, requests and resolving varied customer banking inquiries for customers calling into the Fulton Bank call center. Proficient in Federal Banking Regulations, internal controls, policies, procedures and bank products. 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 recommendations to customers aimed at improving their financial health. This role is fully remote. This position requires proficiency in using a computer with MS Windows for work-related tasks as well as an Internet download speed of at least 100 Mbps.
Requirements
- High School Diploma or equivalent.
- 2 or more years customer service.
- Proficiency in using a computer with MS Windows for work-related tasks.
- Internet download speed of at least 100 Mbps.
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 facilitating service requests to operational back office teams and own those requests up to resolution by keeping customer informed and liaising with various operational experts in ensuring the customer needs are met.
- Manage risk by maintaining compliance with applicable regulations and Fulton policies and procedures, while demonstrating sound judgment within established limits.
- Drive proactive sales/referral conversations through our phone channel.
- Support customers' financial health through consultative conversations to identify customers' needs across all product categories, not limited to deposit and credit products in order to achieve assigned goals.
- 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.
Benefits
- 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
- Employee Stock Purchase Plan
- paid time off programs
- holiday pay
- paid volunteer time
- disability insurance coverage
- maternity and parental leave
- adoption assistance
- educational assistance
- robust wellness program with financial incentives
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
