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

First National Bank of Omaha•Omaha, CO

11h•Hybrid

About The Position

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, June 8, 2026. You MUST be able to train 9:00am to 6:00pm CST for the first 7 weeks on-site at the Omaha NE Tower, Yankton SD Branch, Kearney NE Branch or Greeley CO Branch. 100% attendance required, time off requests will not be granted during the training period. Starting Monday, July 27, 2026, you will then transition into your solidified shift/schedule and work remotely from home. You would transition into one of the schedules below. We also have Full-Time FLEX schedules available after 7 weeks of PAID on-site training (July 27, 2026). You will have the opportunity to select your own schedule from available shifts between 7:00 AM and 10:00 PM CST, Monday through Sunday each week. Schedules are chosen four weeks in advance, with a minimum commitment of 40 hours per week (Full-Time). Shift availability is based on business needs, and additional hours may be offered on an as-needed basis. Please note that Evening, Weekend and Holiday availability may be required depending on business demand, either on a recurring or intermittent basis. Incumbents in this role MUST reside within a 70-mile radius of the FNBO Omaha, NE Tower: - 1601 Dodge Street Omaha, NE 68102 - 332 Broadway Ave Yankton, SD 57078 - 1701 23rd Ave Greeley, CO 80634 - 2223 2nd Ave Kearney, NE 68847. 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 valued customers! At FNBO, our customers deserve a superior customer experience, and our Customer Care Senior Specialists are vital 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.

Requirements

Bilingual in English and Spanish
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.
Have obtained a high school diploma or GED.
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.
WFH employees must have a clean, accessible, and quiet workspace with no distractions, interruptions, or background noise.
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.

Nice To Haves

Minimum 12 months of customer service experience
Familiarity with banking software
Good understanding of the bank's products and services
Branch experience (banking)
Basic sales skills to promote bank products and services when appropriate

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.