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Role Description

This position is fully remote. 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.
• Embrace, promote and be accountable for delivering Fulton's superior customer experience program.
• Resolve issues, address concerns and make relevant recommendations to customers aimed at improving their financial health.
• 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 to identify customers' needs across all product categories.

Qualifications

• High School Diploma or equivalent (Required)
• 2 or more years customer service (Required)

Requirements

• Proficiency in using a computer with MS Windows for work-related tasks.
• Internet download speed of at least 100 Mbps.

Benefits

• Comprehensive benefits package 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 and educational assistance.
• Robust wellness program with financial incentives.