Merchant Card Services Customer Service Technical Support Specialist

Fulton Bank
Lancaster, PA
Sep 09, 2022
Sep 24, 2022
Full Time
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. We hire team members who raise the bar, who are collaborative and inclusive, who build relationships, and who are looking for a long-term career with Fulton Bank. We strive to promote a culture of work-life balance, to unplug and recharge to be your best self, at work and at home. Overview: This is a hybrid position with in-office days at our corporate headquarters in downtown Lancaster, Pa. Will serve as the primary contact for all Treasury Management clients and provides support for product modifications, customer service, training, and technical troubleshooting assistance. This position will be responsible for problem resolution to end users by performing a question diagnosis while guiding users through step by step solutions for products and services by phone, emails and secure messages. Maintains and protects the bank and its business clients by adhering to compliance and security guidelines. Responsibilities: Become a subject matter expert for all Treasury Management products and services with the ability to act as a resource for internal departments. Maintain good working relationships and open communication within the department and bank. Answer incoming calls and emails within the required service level agreement that is established for key service metrics for the department. Educate and train clients on multiple systems applications. Troubleshoot a wide range of issues over the phone and utilize the Internet to host WebEx sessions to provide remote access to resolve technical issues for clients. Offer alternative solutions where appropriate with the objective of retaining customers and client's business. Responsible for using and understanding multiple systems to support incoming customer requests and client service calls. Provides demonstrations and online WebEx product training for clients. Accurately process and record client modifications and incoming calls using the appropriate department system. Stay current with system information, product changes and updates. Provide software and hardware support and assist clients to resolve deposit and processing issues.Answer incoming calls and emails from commercial and small business clients to assist users with specific banking functions such as user administration, payment processing, downloading information, transmitting files and generating reports. Provide technical support assisting clients to perform adjustments to their Internet browser settings, and software applications and hardware. Work with specific departments to resolve transaction disputes/inquiries and payment processing issues. Communicate issues directly to vendors for additional support when necessary and report all incoming issues by entering outstanding cases into the vendors tracking system for resolution.Process various incoming customer requests that are received by phone and email.. Support the department by completing client requests for product modifications within the required service level agreement. Establish a good understanding of the various internal banking departments and third party vendors in order to route requests to the appropriate area to complete customer requests. Qualifications: EducationHigh School Diploma or equivalent. (Required)Associate Degree or the equivalent experience. Specialty: Business or other applicable. (Preferred)Experience2 or more years Banking or similar position with a Financial Technical or Software Company. (Required)1 or more years Working knowledge of operating systems and Internet Browsers, including Windows, Apple, IE Explorer, Chrome, FireFox and Safari. (Preferred)1 or more years Experience with online banking applications, mobile banking and knowledge of multi-factor risk based authentication. (Preferred) : This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management. 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.