Sr. Specialist, Customer Care Credit Card ; Omaha​/Kearney​/Yankton​/Greeley

Summary of the Job

At FNBO, we believe employees are the heart of our organization, and we are committed to their success. This role is a Customer Care Senior Specialist position that will serve as the first point of contact for our customers.

• Training will begin on Monday, July 13, 2026 and continue for 7 weeks on‑site at one of the following locations:
  Omaha, NE Tower;
  Kearney, NE Branch;
  Yankton, SD Branch or Greeley, CO Branch.
• During training you must be available 9:00 am – 6:00 pm CST and 100% attendance is required. Time off requests will not be granted during the training period.
• After training (starting Monday, August 31, 2026) you will transition to a full‑time schedule that can be worked remotely from home. Flexible shift options include:
  
  • 1:00 pm – 9:30 pm MTW=F=S
  
  • 1:00 pm – 9:30 pm MTW=FY=
  
  • 1:30 pm – 10:00 pm MT=RFY= (Eligible for 10% shift differential)
  
  • 2:00 pm – 10:30 pm MTWR=Y= (Eligible for 10% shift differential)
  
  • 2:00 pm – 10:30 pm MT=RFY= (Eligible for 10% shift differential)
  
  • 2:00 pm – 10:30 pm =TW=FYS (Eligible for 10% shift differential)
  
  • 2:30 pm – 11:00 pm MTWR=Y= (Eligible for 10% shift differential)
  
  • 2:30 pm – 11:00 pm MTWR=Y= (Eligible for 10% shift differential)
  
  • Full‑time flex schedules available between 5:00 am – 11:00 pm CST, Monday through Sunday. You will be required to sign up for at least 40 hours per week.
• You must reside within a 70‑mile radius of any of the following locations: 1601 Dodge Street, Omaha, NE 68102; 2223 2nd Avenue, Kearney, NE 68847; 332 Broadway Ave, Yankton, SD 57078; 1701 23rd Ave, Greeley, CO 80634.

• Handle inbound and outbound calls to address customer inquiries and provide support.
• Assist customers with account management, including balance inquiries, fund transfers, and transaction history.
• Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
• Provide information about bank products and services such as loans, credit cards, and savings accounts.
• Verify customer identity to ensure security and privacy of account information.
• Process service requests including account openings, closures, and changes to account details.
• Offer basic technical support for online banking, mobile app usage, and ATM‑related issues.
• Adhere to banking regulations and internal policies to ensure compliance and maintain customer trust.
• Gather customer feedback to improve services and enhance satisfaction.
• Maintain accurate records of customer interactions and transactions.

• Minimum 12 months of customer service experience.
• Strong verbal and written communication skills.
• Ability to quickly identify and resolve customer issues.
• Familiarity with banking software or online banking platforms and basic troubleshooting.
• Strong attention to detail and accurate processing of customer information.
• Effective time‑management skills in a fast‑paced environment.
• Knowledge of the bank’s products and services; branch experience is a plus.
• Flexibility to adapt to changing policies, procedures, and customer needs.
• Team‑orientated and able to collaborate with colleagues across departments.
• Understanding of banking regulations and compliance requirements.
• Strong active listening skills to address customer concerns.
• Basic sales skills to promote bank products when appropriate.
• High school diploma or GED required.
• Quiet workspace with minimal distractions for remote work.
• Fast and reliable internet connection.
• Availability for overtime when needed.
• Bilingual in English and Spanish is preferred.

• Initial training will be conducted onsite; after completion, remote work is permitted.
• Remote employees must have a clean, quiet workspace and be able to concentrate on customer interactions.
• Employees are responsible for all expenses related to the establishment and use of the home workspace.
• Employees may occasionally travel to the office for meetings or training; travel time will not be reimbursed.
• Any changes to a remote address that place an employee more than 70 miles from a call center site requires approval and may result in a change of work arrangement.

• M…