Customer Care Sr. Specialist Retail $21/HR (Omaha, Greeley, Kearney or Yankton)

First National Bank of Omaha•Omaha, CO

16h•$21•Hybrid

About The Position

At FNBO, our employees are the heart of our story—and we’re committed to their success! We are looking for talented individuals to join the FNBO team. The next class is scheduled to start on Monday, June 8, 2026. Initial training for 7 weeks will be on-site from 9:00am to 6:00pm CST at the Omaha NE Tower, Yankton SD Branch, Kearney Branch or Greeley CO Branch, with 100% attendance required. Starting Monday, July 27, 2026, employees will transition into a solidified shift/schedule and work remotely from home. A position on the Customer Care team offers the opportunity to be the first point-of-contact with valued customers. FNBO's customers deserve a superior customer experience, and Customer Care Senior Specialists are vital in making that possible. This role is ideal for individuals who are skilled at communicating with people, identifying and defining customer needs, and enjoy working independently.

Requirements

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.
Familiarity with online banking platforms, and basic troubleshooting skills for common technical issues.
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.
Good understanding of the bank's products and services to provide accurate information and assistance.
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.

Nice To Haves

Minimum 12 months customer service skills (preferred)
Familiarity with banking software (preferred)
Branch experience (a plus for product knowledge)
Bilingual in English and Spanish (preferred)

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.