Fulton Bank, headquartered in Lancaster, Pennsylvania, has launched a new service providing direct access to customer service representatives fluent in American Sign Language (ASL) for deaf and hard of hearing customers. This initiative addresses the increasing prevalence of hearing loss among Americans, with nearly 16% of adults over 20 and 31% of those over 65 experiencing some level of hearing loss.
The service allows remote customers to connect via live video through the bank's website during business hours or leave video messages after hours. In-person customers can use a QR code to connect with a sign language interpreter on their mobile devices, facilitating communication with bank staff.
Amy Hartenstine, director of channel experience and optimization at Fulton, emphasized the bank's commitment to accessibility. Danielle Abadia, Fulton’s contact center learning manager, who is hard of hearing, played a crucial role in launching the service, collaborating with 360 Direct Access and training representatives. Early testers have praised the service's ease of use and the bank's commitment to inclusivity. Fulton Bank operates over 200 financial centers across several states, including Pennsylvania, New Jersey, Maryland, Delaware, and Virginia.