Customer Care Specialist (REMOTE)

Value Proposition:

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.

Overview:

This position is fully remote. 

Shift is Monday-Friday 11:45AM - 8:15PM and includes rotating Saturdays 7:45AM -3:15PM.

All shifts are EASTERN STANDARD TIME.

 

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.

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.

 

Qualifications:

Education

High School Diploma or equivalent. Specialty: not applicable at this level. (Required)

Experience

2 or more years customer service. (Required)

 Other Duties as Assigned by Manager:

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.

Pay Transparency:

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate’s knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

 

The hourly rate for this position is $17.25 - $22.40.

 

Benefits:

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes 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; educational assistance and a robust wellness program with financial incentives. To learn more about your potential eligibility for these programs, please visit Benefits & Wellness | Fulton Bank.

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. 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.