Customer Care Specialist at Fulton Bank – Remote, Pennsylvania

Requisition ID: 2026-23389
Category: Call Center/Customer Service
# of Openings: 1
Position Type (Portal Searching): Full-Time
Remote
Lancaster
FLSA Status: Non-Exempt

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 9:15am - 6:15pm.

Shifts are EASTERN STANDARD TIME and include rotating Saturdays 7:45a -3:15p.

Anticipated start date for position is

Virtual foundational training will be approximately 5 weeks. You will be expected to attend each day of the training in its entirety.

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.

This position requires proficiency in using a computer with MS Windows for work-related tasks as well as an Internet download speed of at least 100 Mbps.

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)

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.

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.