Customer Care Sr. Specialist, Credit Card | $18hr (Omaha, NE Only)

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.

Our Modern, Flexible Workplace:

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 point-of-contact with our valuedcustomers!

At FNBO,our customersdeserve asuperior customer experience, andour Customer Care Senior Specialists arevital in making that possible! This role is for you, if you're 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.com/866957886/f3b2375e1f?share=copy

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 credit card accounts, including balance and transaction inquiries, account maintenance, and concerns.
• Issue Resolution: Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
• Product Information: Provide information about credit card products and services, such as account rewards and benefits.
• Customer Verification: Verify customer identity to ensure security and privacy of account information.
• Service Requests: Process service requests like address changes, limit increases, card requests and reward redemption.
• Technical Support: Offer basic technical support for online banking, mobile app usage, and ATM-related 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.

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.

• 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 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)

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 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: https://www.fnbo.com/careers/benefits/.

To obtain compensation and benefit information related to this specific role, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

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 selves-no 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.