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Remote

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

First National Bank of Omaha
vision insurance, tuition assistance, 401(k), remote work
United States, Iowa
Mar 11, 2025
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: 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 on-site duration requirement is subject to change based on business needs. Summary of the Job: Are you ready to take your career to the next level? We're on the lookout for talented individuals like you to join our incredible team at FNBO! 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 on-site 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 FNBO's Customer Care Talent Advisor. Incumbents in this role MUST reside within a 90-mile 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) Non-Exempt/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 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 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 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. 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. 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) FNBO follows federal law regarding the use of marijuana (this applies to all non-California 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 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. Job number: R-20250281 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.

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