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

First National Bank•Yankton, KS

1d•Hybrid

About The Position

At FNBO, employees are central to their success. This Customer Care Senior Specialist role offers an opportunity to be the first point-of-contact for valued customers, providing a superior customer experience. The ideal candidate is skilled at communication, identifying customer needs, and working independently. The position involves an initial 7-week on-site training period from 9:00 AM to 6:00 PM CST at specified branch locations (Omaha NE Tower, Yankton SD Branch, Kearney Branch, or Greeley CO Branch), with 100% attendance required. Following training, the role transitions to remote work from home, with various solidified or flexible schedules available between 7:00 AM and 10:00 PM CST, Monday through Sunday, requiring a minimum commitment of 40 hours per week. Incumbents must reside within a 70-mile radius of an FNBO location in Omaha, Yankton, Kearney, or Greeley. FNBO, a holding company with nearly 5,000 employees and $30 billion in assets across nine states, aims to be a positive force for its employees, customers, and communities.

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 banking software, 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 of customer service skills.
Familiarity with banking software.
Branch experience (for product knowledge).
Bilingual in English and Spanish.

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.