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Bilingual Contact Center Customer Service Representative (Call Center)

Overview
The primary responsibility of this position is to service inbound telephone inquiries from new and existing customers in a call center environment. Interactions can include general banking questions, account information changes, transaction lookup and confirmation, minor issue resolution and product/service recommendation. Incumbents are expected to perform all duties in conformance to with established policies and procedures, while demonstrating excellent telephone etiquette in a professional and courteous manner. Position requires fluency in the Spanish language; must be able to read, write and speak the language.
Work Schedule: Mon - Friday 11:30 am- 8 pm as well as rotating Saturdays with semi-annual performance-awarded opportunity for choice of preferred work shift.
The position is located in East Petersburg, Pennsylvania.
ResponsibilitiesEssential Duties
Respond to inbound calls from customers, employees, third parties, and the general public, answer questions, perform basic transactions, resolve minor complaints, source and provide account data, and place follow up calls to ensure resolution; document call activities according to established procedures
Access, navigate, obtain and edit data in various systems, depending on product or affiliate
Escalate issues and engage product service teams as required, follow up to ensure resolution
Identify cross selling opportunities, provide product information to customer accordingly or refer to the appropriate department
Develop and maintain knowledge of all applicable State and Federal banking regulations, execute job duties accordingly
QualificationsQualifications:Education
High School Diploma or equivalent experience. (Required)
Experience
2 or more years Customer Service, call center or consumer banking. (Required)
EEO Statement As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Financial Corporation currently or in the future.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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