FNBO is committed to the success of its employees and is seeking a Senior Specialist for their Customer Care team. This role involves being the first point-of-contact for customers, handling inquiries, and providing support to ensure a superior customer experience.
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
Skills
- Customer Service Skills: Strong ability to interact with customers in a friendly, professional, and empathetic manner
- Communication Skills: Excellent verbal and written communication skills to clearly convey information and resolve issues
- Problem-Solving Abilities: Ability to quickly identify and resolve customer issues with a solution-oriented approach
- Technical Proficiency: Familiarity with banking software, online banking platforms, and basic troubleshooting skills for common technical issues
- Attention to Detail: Strong attention to detail to ensure accurate processing of customer information and transactions
- Time Management: Ability to manage time efficiently and handle multiple tasks simultaneously in a fast-paced environment
- Product Knowledge: Good understanding of the bank's products and services to provide accurate information and assistance
- Adaptability: Flexibility to adapt to changing policies, procedures, and customer needs
- Teamwork: Ability to work collaboratively with colleagues and other departments to provide excellent customer service
- Compliance Awareness: Understanding of banking regulations and compliance requirements to ensure adherence to legal and ethical standards
- Active Listening: Strong active listening skills to understand customer concerns and address them effectively
- Sales Skills: 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
- Customer Service Skills: (preferred minimum 12 months)
- Technical Proficiency: (preferred)
- Product Knowledge: (branch experience a plus)
- Bilingual in English and Spanish (preferred)
Benefits
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
Company Overview
FNBO is a financial organization that offers digital banking and accounting service and products for business and personal commercial needs. It was founded in 1857, and is headquartered in Omaha, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is https://www.fnbo.com.