Lead Specialist, Customer Support

At FNBO, our employees are the heart of our story—and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success. Summary of the Job

This role is responsible for working directly with Commercial Payments customers as their main point of contact for banking, product support, and account maintenance needs. The Treasury Management Lead Specialist provides exceptional customer support for external commercial payments clients and the internal Payments Sales organization. Responds to client requests in a timely fashion and ensures follow-up is completed either through their own actions or by partnering with internal groups to assist in completion.

This person will have a deep understanding of current and emerging treasury services, and utilize this to provide efficient, and well-rounded support to the entirety of the FNBO commercial banking space.

• Responsible for being the primary contact for internal & external Commercial Payments customers
• Provide direct customer support responding to general and technical inquiries via phone or email related to Treasury Management services/systems and commercial deposit accounts
• Requires in depth understanding of the commercial payments industry and trends that impact cash management
• Ensure that all requests sent by the customer are handled in a timely and efficient manner
• Maintain a robust understanding of the customer lifecycle with fnbo

• Coordinate customer product implementations & training on single product setup requests
• Partner with Implementations specialists to coordinate handoff of multi-product setup requests
• Accountable for understanding the products and services the customer is utilizing
• Establish connections with key personnel at the customer to identify clear path for communication and timely implementation

• Maintain a comprehensive knowledge of departmental processes, procedures, and policies in support of continuous evaluation, identification, and implementation of improvements.
• Log all interactions in designated CRM with accuracy and detail
• Utilize CRM to ensure completion of tasks and closed-loop support internally & externally

• Actively identifies opportunities to expand the breadth and depth of existing customer relationships
• Provide applicable referral opportunities to account manager or Payment Advisor via CRM channels as needed

• Complete compliance training, follow internal processes and controls as required
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNBO Compliance Accountability Program

• Live out the Operating Philosophy and mirror the Organizational Attributes
• Complete special projects as assigned within allotted time frames
• Be accountable for continuous best efforts to complete the job assigned
• Exercise a willingness to be a resource to colleagues
• Be proactive and respectful in all relationships
• Maintain constructive working relationships

• Minimum of 1-3 years of commercial payments and/or banking experience (Business/Commercial Preferred)
• Bachelor's degree or equivalent work experience
• Ability to manage projects from inception to implementation
• Strong written and verbal communication skills
• Ability to effectively communicate needs and schedules to project personnel and internal clients
• Strong teamwork and interpersonal skills
• Strong ability to multitask in a cross-functional environment
• Small Business or Ag experience highly desired

• Job/Technical Knowledge:
  Strong understanding of PC based hardware and operating systems such as Microsoft Office suite, Excel, Word, Outlook and Adobe Acrobat
• Ability to learn new products, multiple systems, and adapt when systems change
• Attention to detail with high concern for data accuracy
• Excellent organizational skills with proven ability to prioritize and manage multiple responsibilities and projects in a fast-paced environment
• Strong written and verbal communication skills and ability to convey a positive attitude and establish positive working relationships
• Ability to solve problems…