Sr. Specialist, Customer Solutions

First National Bank•Omaha, NE

1d•Onsite

About The Position

The Customer Solutions Specialist (CSS) serves as a primary point of contact for internal and external customers, managing inquiries received through multiple channels including phone, fax, email, and online platforms. This role encompasses comprehensive account servicing for commercial agriculture loan and lease portfolios, including payoff calculations, balance inquiries, payment processing, and insurance compliance management. Additionally, the CSS is responsible for processing front end credit applications and adverse action letters, documentation management, and UCC maintenance.

Requirements

High school diploma or equivalent
Excellent verbal and written communication skills
Strong interpersonal skills with a professional and pleasant demeanor
Proven ability to multitask effectively in a fast-paced environment
Exceptional attention to detail and accuracy
Proficiency in PC navigation and Microsoft Office applications (Word and Excel)
Unrestricted work authorization and not require future sponsorship.

Nice To Haves

Bachelor's degree in Business, Agricultural Business, or related field
Previous experience in customer service, agriculture, or insurance sectors

Responsibilities

Respond promptly to incoming phone calls and manage document workflows by scanning and indexing customer files into the FirstWork system.
Deliver accurate account information, address general customer service inquiries, and resolve account-related issues for non-collection and non-legal accounts in compliance with DFS policies and procedures.
Generate payoff calculations, provide credit references, and process telephone payments with precision and efficiency in accordance with established DFS standards.
Obtain and maintain adequate proof of physical damage insurance for financed equipment and liability coverage for designated leases. Process insurance correspondence and scan required documentation in accordance with DFS policies and procedures.
Manage UCC filings including amendments, terminations, lien searches, and partial releases. Obtain required documentation such as driver's licenses, record UCC information in InfoLease or Rapport systems, and scan necessary documents into FirstWork for retention and retrieval.
Process customer credit applications accurately and efficiently in Rapport, ensuring all required data and compliance information is complete. Support dealers with login assistance, online applications, and product information, while coordinating with business partners to resolve missing information when Credit Managers are unavailable.
Maintain comprehensive electronic credit files for customers and dealers, including D&B/Paynet reports, Secretary of State verifications, and update Rapport/InfoLease accordingly. Prepare and distribute daily, weekly, and monthly reports while also coordinating supplemental documentation with participating banks and NRCS offices.
Process weekly credit Adverse Action letters in accordance with regulatory requirements.
Complete other duties, special projects, and assignments as directed by management.
Demonstrate professional behavior, maintain excellent attendance and punctuality, exhibit a strong commitment to customer service excellence, and foster positive working relationships across the organization.
Understand and comply with all company policies, laws, and regulations applicable to this role.