Associate II, Office of the President

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.

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 onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.The Associate II Office of the President is responsible for researching and analyzing high-risk complaints through a Compliance and Risk lens. This role manages a diverse queue of complaints spanning all banking products and processes (excluding Wealth Management) ensuring timely resolution while maintaining regulatory compliance. The Associate verifies that complaints are handled accurately identifies issues and recommends process improvements for further investigation.

About This Role:

Ensuring the Complaint process fulfills the requirements for the Complaint Program

• Interact with Compliance and various other Business Units to gather information provide feedback etc.
• Responsible for understanding all Complaint Program requirements and ensuring resolution of complaints complies with established requirements
• Responsible for understanding applicable Compliance regulations to ensure complaints are accurately documented and resolved

Research and analyze high-risk complaints

• Review and document customer interactions thoroughly and determine necessary research to verify complaints are handled in accordance with bank procedures regulations and laws
• Navigate and utilize various enterprise systems to document and track customer interactions ensuring comprehensive record-keeping of all engagement details
• Select appropriate fields in Salesforce correctly to ensure business units get accurate reporting for analysis and trending
• Conduct Comprehensive investigations by asking targeted questions across various business units and organizational levels throughout the enterprise
• Exercise sound judgement when determining appropriate response strategies and communicate effectively with customers through multiple channels

Professionalism and Teamwork

• Exhibit professional behavior and promote positive working relationships
• Will need to be able to give and receive direction to and from other team members and other business units in a professional and courteous manner
• Maintain regular and predictable attendance in alignment with departmental/divisional policy
• Exercise a willingness to be a resource to colleagues
• Maintain constructive and respectful working relationships

Compliance: Understand and adhere to all policies laws and regulations applicable to this role

• Required to follow the Complaints Program and timelines
• Adhere to the banks BSA/AML program which includes but not limited to the customer identification program customer due diligence policy and completing all BSA/AML training in a timely manner
• Complete compliance training by designated deadlines
• Adherence to NPPI policies and procedures
• Identify monitor and report suspicious activity

The Ideal Candidate for This Role:

Knowledge Skills Education and Experience

• Bachelors degree or two years related experience

• Strong attention to detail and analytical skills
• Experience with professional writing
• Customer Service experience via phone specifically escalation calls
• Previous Compliance experience
• Strong problem solving time management and organizational skills
• Proven ability to work as a team
• Superior verbal/written communication skills
• Superior level of engagement and professionalism
• Demonstrated proficiency with multiple system
• Strong ability to multi-task
• Comprehensive knowledge of Microsoft Office suite of products
• Conflict resolution
• Strong ability to flex to change

Desired:

• Knowledge of banking and applicable laws and regulations
• Knowledge of systems (Salesforce Firstwork TBS FI Foundation ICE JIRA)
• Ability to work overtime as needed

Compensation:

Compensation range (base pay): $49637.00-$81902.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience education and/or skill level.

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 work-life 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

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: additional information regarding compensation and benefits e-mail 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: R-

Equal 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.

Learn more here.

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 Self-Print 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 marijuana (this applies to all non-California 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.