Customer Care Sr Specialist Retail 18hr Omaha NE Only
Customer Care Sr Specialist Retail 18hr Omaha NE Only
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Job Description
At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.
Our Modern Flexible Workplace:
We believe in a Modern Flexible Workplace and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners caregivers and individuals with disabilities to thrive at our company. We invite you to consider what a Modern Flexible Workplace can mean for you!It is anticipated that an incumbent in this role will work remotely 100 of the time and will share a hoteling workspace if/when working onsite as determined by business needs. It is required that during the initial training period the incumbent will work onsite 100 of the time. Work location and onsite duration requirement is subject to change based on business needs.
Summary of the Job:
Our next class is scheduled to start on Monday May 5 2025. (You MUST be able to train 9:00am to 6:00pm CST for the first 7 weeks onsite at 1601 Dodge Street Omaha NE) 100 attendance required.
Starting Monday June 23 2025 you will then transition into your solidified shift/schedule and have the potential to work remotely from home. You would transition into one of the schedules below:
7:30am to 4:00pm CST (WED/SUN OFF)
8:00am to 4:30pm CST (TUES/SUN OFF)
8:00am to 4:30pm CST (WED/SUN OFF)
10:30am to 7:00pm CST (TUES/SUN OFF)
11:30am to 8:00pm CST (WED/SAT OFF)
12:30pm to 9:00pm CST (WED/THURS OFF)
2:30pm to 11:00pm CST (THURS/SUN OFF) (Eligible for 10 shift differential)
Please note that set schedule preference selections will be considered in the order in which they are received and that selecting a shift/schedule does not guarantee you these hours as offers are not finalized until you have spoken with a FNBOs Customer Care Talent Advisor.
Incumbents in this role MUST reside within a 90mile radius of the FNBO Omaha Tower:
1601 Dodge Street Omaha NE 68102
Benefits eligibility for all employees begins the 1st of the month following your start date! (June 1 2025
Compensation:
$18.00 Per Hour
10 shift differential for any shift that starts at 1:30pm or later (your local time zone) (Please note schedules listed are in CST)
NonExempt/Hourly
About This Role:
Role Summary:
Want to be the voice of FNBO A position on our Customer Care team gives you the opportunity to be the first pointofcontact with our valuedcustomers!
At FNBOour customersdeserve asuperior customer experience andour Customer Care Senior Specialists arevital in making that possible! This role is for you if youre great at talking with people know how to identify and define customers needs and enjoy working independently.
Watch this video to preview the job and to see how YOU can make an impact:
https://vimeo//f3b2375e1fsharecopy
Key Accountabilities What You Will Do:
- Assist Customers: Handle inbound and outbound calls to address customer inquiries and provide support.
- Account Management: Help customers manage their bank accounts including balance inquiries fund transfers and transaction history.
- Issue Resolution: Resolve issues related to account discrepancies unauthorized transactions and other banking problems.
- Product Information: Provide information about bank products and services such as loans credit cards and savings accounts.
- Customer Verification: Verify customer identity to ensure security and privacy of account information.
- Service Requests: Process service requests like account openings closures and changes to account details.
- Technical Support: Offer basic technical support for online banking mobile app usage and ATMrelated issues.
- Compliance: Adhere to banking regulations and internal policies to ensure compliance and maintain customer trust.
- Feedback Collection: Gather customer feedback to improve services and enhance customer satisfaction.
- Documentation: Maintain accurate and detailed records of customer interactions and transactions.
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 prearranged and approved by management. WFH arrangements may be rescinded if the employees address change is outside of a 90 miles radius of a call center site.
The Ideal Candidate for This Role:
Qualifications Who You Are:
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.
ProblemSolving Abilities: Ability to quickly identify and resolve customer issues with a solutionoriented 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 fastpaced environment.
Product Knowledge: Good understanding of the banks 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 asrequired.
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)
FNBO follows federal law regarding the use of (this applies to all nonCalifornia applicants)
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer Member FDIC
#IND123
Compensation and Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and worklife balance we offer benefits to match your needs:
Medical Dental Vision Insurance
401k With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
ShortTerm/LongTerm Disability Insurance
Learn more about FNBO benefits here: obtain compensation and benefit information related to this specific role email FNBO at . To ensure you receive a response include the number of this job (listed below) in the subject line of your message.
Job number: REqual Opportunity & Belonging:
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 selvesno 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.
Click here to download EEO is The Law SelfPrint Poster
Click here to download EEO is The Law Supplement for Federal Contractors
Click here to download EEO is The Law GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer Member FDIC
FNBO follows federal law regarding the use of (this applies to all nonCalifornia applicants)
Application Deadline:
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
Required Experience:
Senior IC
Employment Type
Full-Time
