Sr. Specialist, Customer Solutions

First National Bank•Omaha, NE

8d•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 UCC (Uniform Commercial Code) processing, documentation management, and related filings. This position reports directly to the Customer Solutions Manager.

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)
Candidates must possess 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

Customer Communication Management – Respond promptly to incoming phone calls and manage document workflows by scanning and indexing files into the FirstWork system.
Account Information & Issue Resolution – 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.
Financial Transaction Processing – Generate payoff calculations, provide credit references, and process telephone payments with precision and efficiency in accordance with established DFS standards.
Insurance Compliance – 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.
UCC Processing & Documentation – Manage UCC filings including amendments, continuations, 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.
Credit Support – Provide backup support to the Credit Assistant position by processing front-end credit applications as needed.
Regulatory Compliance – Process weekly credit Adverse Action letters in accordance with regulatory requirements.
Additional Duties – Complete other duties, special projects, and assignments as directed by management.
Professional Standards – Demonstrate professional behavior, maintain excellent attendance and punctuality, exhibit a strong commitment to customer service excellence, and foster positive working relationships across the organization.
Policy & Regulatory Adherence – Understand and comply with all company policies, laws, and regulations applicable to this role.