Sr. Specialist, Chat Customer Care ($21)

First National Bank•Colorado Springs, NE

1d•$37,454 - $59,927•Remote

About The Position

As a Senior Specialist, Chat, you’ll be at the forefront of customer interactions, delivering expert assistance and problem-solving across chat, email, and other messaging platforms. Our Chat Team is the first point of contact for customers needing card support.

Requirements

Must be a current FNBO Customer Care - Credit Card team member or a FNBO Customer Care - Retail team member that was recently training on Credit Card. (Or FNBO Rehire that was recently trained on FNBO Customer Care Credit Card)
Typing speed of at least 40 words per minute with strong accuracy.
A minimum of 12 months of direct customer service or sales experience.
Strong computer skills, including navigating multiple banking systems and digital communication tools.
Ability to work in a fast-paced digital environment while maintaining professionalism.
A quiet workspace with minimal distractions if working remotely.
A fast, reliable internet connection if working remotely.
Demonstrated dependability and reliability.
A high school diploma or GED.
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Experience with omnichannel customer support (chat, email, messaging platforms) a plus.

Responsibilities

Engage with customers via chat, providing solutions for inquiries related to credit cards and retail banking accounts.
Assist customers with account balances, transactions, disputes, fraud concerns, rewards programs, and card management.
Deliver superior service by managing multiple chat conversations simultaneously while ensuring accuracy and efficiency.
Adapt your communication style to meet customer needs, ensuring clarity and professionalism in every interaction.
Utilize CRM and chat platforms to document interactions and track customer history for better service outcomes.
Stay informed on omnichannel trends to optimize the customer experience across different digital touchpoints.
Work collaboratively with internal teams when needed to escalate complex issues.
Make data-driven decisions using available resources to resolve customer concerns effectively.