Meets individual customer experience goals per established measurements. Participates in the department team environment so all employees can achieve individually and the department can successfully achieve Fulton Financial Corporation's goals. Supports Fulton Financial Corporation with the telephone servicing of multiple affiliate bank Retail and Commercial products and services. Provides first call resolution by researching and responding to internal and external customer inquires. Builds and maintains customer relationships by referring affiliate bank products and services. Position requires fluency in the Spanish language; must be able to read, write and speak the language.
Position can be located in East Petersburg, Pa or Mantua, NJ
Provides first call resolution by researching and responding to inquiries of various Fulton Financial Corporation Affiliate internal and external customers. Responds to customer questions by utilizing resources and core system technologies to satisfy the customer's inquiry. Requires knowledge of retail and commercial affiliate bank products and services, policies, procedures and federal rules and regulations. Responds to inquires on investment retirement account products to include contribution types, beneficiary information, distribution requirements and income tax documents. Responds to inquires on payment posting, line of credit billing, escrow analysis, PMI, construction loans, delinquent loans, subordination, postponement payments, loan satisfaction documents, lien searches, notes, credit reports, insurance claims, forced placed insurance and income tax documents. Responsible to quote accurate payoff information on all installment loans, lines of credit, and mortgage loans. Responsible for servicing debit cards and ATM cards for multiple affiliate banks. Responsible for assistant internal and external customer with relationship reward points and redemption website, authorization inquires, limit increases, PIN changes, lost or stolen cards, unauthorized and dispute procedures, reopening cards and reporting ATM terminal issues. Responsible for assisting customers with the enrollment and functionality of various internet and phone based banking services. Supports merchant services clients with merchant inquires and terminal issues, as required. Supports Fulton Financial Advisors asset management clients with basic account servicing inquires to include balance, debit card inquires and stop payments, as required. Documents all customer inquiries into Fulton Financial Corporation Connect. Accountable to identify referral opportunities for loan retention.
Accountable to deliver experiences that exemplify the customer service promise to build and maintain customer loyalty. Accountable to achieve department first call resolution goal for customer satisfaction and loyalty. Accountable to manage customer resolutions and customer follow up within twenty four hours. Accountable to achieve a department time management goal for number of calls per hour, In call time and after call work. Accountable to achieve department goal for excellent internal and external call monitoring scores. Follows established department guidelines of expected skills and behaviors that model the customer service promise.
Builds and maintains customer relationships by referring affiliate bank products and services, Fulton Financial Corporation partner referrals and participates in affiliate bank promotions. Responsible to achieve department referral goal by recognizing opportunities and delivering solutions to expand and maintain affiliate customer relationships. Responsible to achieve department Fulton Financial Advisors referral goal by recognizing opportunities and referring to the appropriate partner. Participates individually and collectively in a team effort during affiliate bank promotions.
High School Diploma or equivalent. (Required)
2 or more years Customer service. (Required)
1 or more years Banking or call center. (Preferred)
1 or more years Sales. (Preferred)