• 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. • Manage risk by maintaining compliance with applicable regulations and Fulton policies and procedures. • Drive proactive sales/referral conversations through our phone channel. • Support customers' financial health through consultative conversations.