Customer Care Sr. Specialist Retail ; Omaha, Kearney, Greeley or Yankton

Position: Customer Care Sr. Specialist Retail $18hr (Omaha, Kearney, Greeley or Yankton)
** Work Location/Space:
*** Having an organized workstation to aid with seamless customer interactions is a best practice.
* WFH employees are required to live within a 90 mile radius of a service center. This will ensure employees can get equipment as needed or come onsite when system issues occur.
* WFH employees must have a clean, accessible, and quiet workspace with no distractions, interruptions, or background noise. You want to be able to concentrate and listen to our customers with ease, so this is imperative. Any detection of background noise that would be considered unprofessional by our customers may be grounds for disciplinary action.
* Appropriate dependent care must be in place.  Working at home is not a substitute for a child or any other type of dependent care.
* Employees are responsible for all expenses incurred related to the establishment and use of the designated home workspace.
* Due to the nature of the work and accessible customer information, which is confidential, visitors while working are not allowed, regardless of location.
* Commuting to an FNBO location for a meeting, training and other work that needs to be done in person could be required. Travel time/ mileage will NOT be paid/reimbursed for this commute.
* Working from a location other than your permanent address must be pre-arranged and approved by management.  WFH arrangements may be rescinded if the employee’s address change is outside of a 90 miles radius of a call center site.
* Customer Service

Skills:

Strong ability to interact with customers in a friendly, professional, and empathetic manner. (preferred minimum 12 months)
* Communication

Skills:

Excellent verbal and written communication skills to clearly convey information and resolve issues.
* Problem-Solving Abilities:
Ability to quickly identify and resolve customer issues with a solution-oriented approach
* Technical Proficiency:
Familiarity with banking software (preferred), online banking platforms, and basic troubleshooting skills for common technical issues.
* Attention to Detail:
Strong attention to detail to ensure accurate processing of customer information and transactions.
* Time Management:
Ability to manage time efficiently and handle multiple tasks simultaneously in a fast-paced environment.
* Product Knowledge:
Good understanding of the bank's products and services to provide accurate information and assistance. (branch experience a plus)
* Adaptability:
Flexibility to adapt to changing policies, procedures, and customer needs.
* Teamwork:
Ability to work collaboratively with colleagues and other departments to provide excellent customer service.
* Compliance Awareness:
Understanding of banking regulations and compliance requirements to ensure adherence to legal and ethical standards.
* Active Listening:
Strong active listening skills to understand customer concerns and address them effectively.
* Sales

Skills:

Basic sales skills to promote bank products and services when appropriate.
* Have obtained a high school diploma or GED as required.
* Have a quiet workspace with minimal distractions for remote work.
* Maintain a fast and reliable internet connection for remote work.
* Open to working overtime hours when needed.
* Bilingual in English and Spanish (preferred)
* Medical, Dental, Vision Insurance
* 401k, With Matching Contributions
* Time Off Programs
* Health Savings Account (HSA)/Dependent Care
* Employee Banking
* Growth Opportunities
* Tuition Assistance
* Short-Term/Long-Term Disability Insurance

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. We strive to represent the communities in which we serve.
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