Lead Specialist, Payments Customer Support

First National Bank of Omaha•Omaha, NE

12d•Hybrid

About The Position

This role is responsible for working directly with Commercial Payments customers as their main point of contact for banking, product support, and account maintenance needs. The Treasury Management Lead Specialist provides exceptional customer support for external commercial payments clients and the internal Payments Sales organization. Responds to client requests in a timely fashion and ensures follow-up is completed either through their own actions or by partnering with internal groups to assist in completion. This person will have a deep understanding of current and emerging treasury services, and utilize this to provide efficient, and well-rounded support to the entirety of the FNBO commercial banking space.

Requirements

Minimum of 1-3 years of commercial payments and/or banking experience (Business/Commercial Preferred)
Bachelor’s degree or equivalent work experience
Ability to manage projects from inception to implementation
Strong written and verbal communication skills
Ability to effectively communicate needs and schedules to project personnel and internal clients
Strong teamwork and interpersonal skills
Strong ability to multitask in a cross-functional environment
Job/Technical Knowledge: Strong understanding of PC based hardware and operating systems such as Microsoft Office suite, Excel, Word, Outlook and Adobe Acrobat
Ability to learn new products, multiple systems, and adapt when systems change
Attention to detail with high concern for data accuracy
Excellent organizational skills with proven ability to prioritize and manage multiple responsibilities and projects in a fast-paced environment
Strong written and verbal communication skills and ability to convey a positive attitude and establish positive working relationships
Ability to solve problems independently while applying logic and discretion and analyze problems for which there are not always precedents
Cooperation/teamwork and patience in dealing with customers
Provide professional and courteous service to all FNBO customers and employees
Candidates must possess unrestricted work authorization and not require future sponsorship.

Responsibilities

Responsible for being the primary contact for internal & external Commercial Payments customers
Provide direct customer support responding to general and technical inquiries via phone or email related to Treasury Management services/systems and commercial deposit accounts
Requires in depth understanding of the commercial payments industry and trends that impact cash management
Ensure that all requests sent by the customer are handled in a timely and efficient manner
Maintain a robust understanding of the customer lifecycle with fnbo
Partner with Implementation Specialists to coordinate pre & post-implementation activities
Coordinate customer product implementations & training on single product setup requests
Partner with Implementations specialists to coordinate handoff of multi-product setup requests
Accountable for understanding the products and services the customer is utilizing
Establish connections with key personnel at the customer level to identify clear path for communication and timely implementation
Be accountable for managing and processing all customer requests
Maintain a comprehensive knowledge of departmental processes, procedures, and policies in support of continuous evaluation, identification, and implementation of improvements.
Log all interactions in designated CRM with accuracy and detail
Utilize CRM to ensure completion of tasks and closed-loop support internally & externally
Analyzes relationships and provides input on beneficial products and services to enhance the customer’s relationship with First National Bank.
Actively identifies opportunities to expand the breadth and depth of existing customer relationships
Provide applicable referral opportunities to account manager or Payment Advisor via CRM channels as needed
Understand and adhere to all bank policy, laws and regulations applicable to role
Complete compliance training, follow internal processes and controls as required
Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNBO Compliance Accountability Program
Exhibit professional behavior and promote positive working relationships
Live out the Operating Philosophy and mirror the Organizational Attributes
Complete special projects as assigned within allotted time frames
Be accountable for continuous best efforts to complete the job assigned
Exercise a willingness to be a resource to colleagues
Be proactive and respectful in all relationships
Maintain constructive working relationships