Delivering Value to our Customers
Committed to meeting the needs of every customer.
Our customers are the driving force behind every decision we make. Helping our customers achieve their financial and personal goals drives our teams daily.
At Fulton, our commitment to exceptional customer experiences drives innovation and service. By integrating cutting-edge technology with community-focused values, we continuously enhance how we support individuals, families and businesses in managing their financial needs. Our customer programs ensure personalized and responsive service for every banking requirement.
"At Fulton, every program, initiative and service underscores our belief that banking is personal— and that every customer matters.”
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Spotlight on Small Business: Leveraging SBA Lending
For 2024, we have continued to build on the successful launch of our Small Business Administration (SBA) 7(a) Small Loan Programs and Initiatives focused on expanding capital access to more small businesses within the Bank’s footprint and in underserved markets, such as:
- Expansion of $500,000 and Under – 7(a) Small Loan Program
- Continued focus on streamlining 7(a) Small Loan process and reducing loan origination cycle times.
- Training and support – Continue to offer training and program education on an as-needed or requested basis.
Treating our Clients Fairly
CUSTOMER PRIVACY AND DATA SECURITY: A COMMITMENT TO TRUST
Fulton maintains policies that establish our clear commitment to protecting the privacy and security of our customers’ personal data.
COMMUNICATIONS
Our customers can communicate and provide feedback to us through multiple channels online, by phone, email and in person.
RESPONSIBLE PRODUCT OFFERING
We regularly review and assess the quality of our products and services, their compliance with applicable laws and regulations, and track the impact and ongoing risk of these solutions.
SELLING PRACTICES AND PRODUCT LABELING
Our marketing and advertising practices are developed to adhere to fair and responsible practices and applicable regulations, treat customers fairly and communicate clearly.
CUSTOMER FRAUD PROTECTION
Protecting our customers from fraudulent activities is the job of every Fulton team member and includes a focus on mitigating the risk of customers falling victim to telephone, mail or internet fraud.
COMPLAINT MANAGEMENT
At Fulton, our customer experience objective is to listen to our customers, take action on what they’ve said and improve their experiences over time.
EMPOWER Community Banking
EMPOWER Community Banking is designed to support business owners with customized banking products and services, one-on-one mentorship and educational resources.
In 2024, Fulton participated in and supported several programs across our footprint during livestream and in-person events to promote EMPOWER Community Banking.
We’ve informed audiences about Fulton’s commitment to the communities where we operate. Also, we conducted Certified EMPOWER Business Advocate training for over 100 of our bankers in 2024, and they are equipped to better serve the community through product solutions and to leverage community organizations.
"Our bankers are equipped to better serve the community through product solutions and to leverage community organizations.”
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