Bilingual Customer Care Sr. Specialist Retail $21/HR + 10% Lang Differential

First National Bank•Yankton, KS

1d•$23•Hybrid

About The Position

FNBO is seeking talented individuals to join their Customer Care team as a Senior Specialist. This role is the first point-of-contact for valued customers, providing a superior customer experience. The position involves handling inbound and outbound calls, addressing inquiries, and resolving banking issues. Candidates should be adept at communicating with people, identifying customer needs, and working independently. The role requires an initial 7-week on-site training period from 9:00 AM to 6:00 PM CST at one of FNBO's specified branches (Omaha NE Tower, Yankton SD Branch, Kearney NE Branch, or Greeley CO Branch), with 100% attendance mandatory. Following training, the position transitions to a remote work-from-home setup. Remote employees must reside within a 70-mile radius of an FNBO service center and maintain a clean, quiet, and distraction-free workspace. Flexible full-time schedules are available after training, with shifts between 7:00 AM and 10:00 PM CST, Monday through Sunday, requiring a minimum commitment of 40 hours per week. Evening, weekend, and holiday availability may be required.

Requirements

Bilingual in English and Spanish (required)
Strong ability to interact with customers in a friendly, professional, and empathetic manner.
Excellent verbal and written communication skills to clearly convey information and resolve issues.
Ability to quickly identify and resolve customer issues with a solution-oriented approach.
Strong attention to detail to ensure accurate processing of customer information and transactions.
Ability to manage time efficiently and handle multiple tasks simultaneously in a fast-paced environment.
Flexibility to adapt to changing policies, procedures, and customer needs.
Ability to work collaboratively with colleagues and other departments to provide excellent customer service.
Understanding of banking regulations and compliance requirements to ensure adherence to legal and ethical standards.
Strong active listening skills to understand customer concerns and address them effectively.
Basic sales skills to promote bank products and services when appropriate.
Have obtained a high school diploma or GED as required.
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.
Candidates must possess unrestricted work authorization and not require future sponsorship.
MUST reside within a 70-mile radius of the FNBO Omaha, NE Tower, Yankton SD Branch, Kearney NE Branch or Greeley CO Branch.
100% attendance required during the first 7 weeks of training.

Nice To Haves

Customer Service Skills: preferred minimum 12 months
Technical Proficiency: Familiarity with banking software (preferred), online banking platforms, and basic troubleshooting skills for common technical issues.
Product Knowledge: Good understanding of the bank's products and services to provide accurate information and assistance. (branch experience a plus)

Responsibilities

Handle inbound and outbound calls to address customer inquiries and provide support.
Help customers manage their bank accounts, 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 like 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 customer satisfaction.
Maintain accurate and detailed records of customer interactions and transactions.