Fulton Financial Corporation is seeking a Bilingual Telephone Customer Service Representative

Requisition Number: MANASCDE020
Job Title: Bilingual Service Representative
City: Mantua
State: NJ
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Description/Job Summary:
Embraces, promotes and is accountable for delivering Fulton Financial Corporation’s Customer Service Promise.
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 FFC affiliate bank’s goals.
Supports Fulton Financial Corporation affiliate banks 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 inquiries.
Accountable to deliver experiences that exemplify the Customer Service Promise to build and maintain customer loyalty.
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.

Responsibilities/Duties

1. Provides first call resolution by researching and responding to inquiries of various FFC Affiliate internal and external customers.
   1. Responds to customer questions by utilizing resources and core system technologies to satisfy the customer’s inquiry.(FiServ/Linx, Retail Loans, FFC Connect, MortgageServ, CL Plus, ATLCAF (ATM), Telephone/Online Banking, Asset Management Website, Cold/Vi/Nautilus, FFC Intranet, FFC AffiliateBank website, and Élan Financial Services)
   2. Requires knowledge of retail and commercial affiliate bank products and services, policies, procedures and federal rules and regulations governing the following accounts and services:
      1. Demand Deposit Accounts to include multiple affiliate bank products, regional pricing, promotions, courtesy overdraft and overdraft protection, electronic (ACH) credits/debits, account analysis, income tax documents and places stop payments.
      2. Certificate of Deposits, Health Savings and IRA Accounts to include: multiple affiliate bank products, regional pricing, promotions, calculates early withdraw penalties. Responds to inquiries on IRA products to include: contribution types, beneficiary information, distribution requirements and income tax documents.
      3. Installment loans, Mortgages and Lines of Credit loans to include: multiple affiliate bank products, regional pricing and promotions. Responds to inquiries 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, Line of Credit, and Mortgage loans.
      4. Relationship Reward Debit cards and ATM cards for multiple affiliate banks to include: Relationship Reward points and redemption website, authorization inquires, limit increases, PIN changes, lost/stolen cards, unauthorized/dispute procedures, re-opening cards and reporting ATM terminal issues.
      5. Electronic Banking Services for multiple affiliate banks to include: enrollment and functionality of Online Banking, Cashlink and Bank by Phone.
      6. Supports Merchant Services clients with merchant inquires and terminal issues, as required.
      7. Supports FFA Asset Management clients with basic account servicing inquires to include balance, debit card inquires and stop payments, as required.
   3. Documents all customer inquiries into FFC Connect.
   4. Accountable to identify referral opportunities for loan retention.
2. Accountable to deliver experiences that exemplify the Customer Service Promise to build and maintain customer loyalty.
   1. Accountable to achieve department first call resolution goal for customer satisfaction and loyalty.
   2. Accountable to manage customer resolutions and customer follow-up within 24-hours.
   3. Accountable to achieve a department time management goal for number of calls per hour,“In-call time” and “after call work”.
   4. Accountable to achieve department goal for excellent internal & external call monitoring scores. Follows established department guidelines of expected skills and behaviors that model the Customer Service Promise.
3. Builds and maintains customer relationships by referring affiliate bank products and services, FFC Partner referrals and participates in affiliate bank promotions.
   1. Responsible to achieve department referral goal by recognizing opportunities and delivering solutions to expand and maintain affiliate customer relationships.
   2. Responsible to achieve department Fulton Financial Advisors referral goal by recognizing opportunities and referring to the appropriate partner.
   3. Participates individually and collectively in a team effort during affiliate bank promotions.
   4. Participates in Bank sponsored activities, projects and training.

Required Experience
Two years customer service experience
Must be experienced in MS Office (specifically MS Word, Outlook and Excel).

Preferred Experience
One year banking or call center experience
Previous referral/sales experience

Please contact Vicky Dettinger @ 717-771-9117 or vdettinger@fult.com to explore this opportunity or to explore other opportunities, visit our website.