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Customer Service Representative Telephone Support Specialist
Fulton Financial Corporation
Mantua, NJ, United States
Job Details - this job has expired, please see similar jobs below
Overview
Provides customer service telephone support related to Fulton Financial Corporation for retail and commercial bankcard products and services in a call center environment, while ensuring regulatory compliance, policies and procedures are upheld. Provides first call resolution by researching and responding to internal and external customer inquiries.
Position is located at the Administrative Services Center in Mantua, NJ.
Hours: Rotating shifts between the hours of 8:00-6:00 Monday - Friday and 8:30-12:30 Saturday.
Responsibilities
Essential Duties
• Accountable for Customer Service and Telephone Support in a call center environment. Supports incoming and outbound calls related to various bankcards products, services, and transactions for internal and external customers. Provides resolution by researching and responding to bankcard and transaction telephone inquiries and workflow tasks including but not limited to lost or stolen cards, card activation, card status, limit increases, travel notification, unauthorized transactions and dispute processes, transaction authorization and denial, Relationship Rewards point and redemption, and ATM terminal issues. Uses and understands multiple corporate systems as well as Third Party systems used exclusively by department for customer support and maintenance including but not limited to core banking system, workflow systems, document imaging, report storage and retrieval, card specific applications and systems for card management, transactions research, fraud monitoring and preventions, and rewards points and redemption. Adheres to security policies to avoid customer losses and risk to the corporation while maintaining excellent customer service.
• Accountable to deliver experiences that exemplify the Customer Service Promise to build and maintain customer loyalty. Achieves department call resolution goal for customer satisfaction and loyalty. Researches customer requests and follows up with customer to provide resolution within twenty four hours. Achieves 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.
Qualifications
Qualifications:
Education
High School Diploma or equivalent experience. (Required)
Experience
6 to 12 months Banking or related experience. (Required)
EEO Statement
Fulton Financial Corporation (“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.
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