Apply on Employer Site

First National Bank GH · 2 months ago

Lead Specialist, Payments Customer Support

Omaha - FN Tower

Full-time

Hybrid

Entry, Mid Level

$40K/yr - $64K/yr

1+ years exp

First National Bank GH is committed to the success of its employees and is seeking a Lead Specialist for Payments Customer Support. This role involves being the primary contact for Commercial Payments customers, providing exceptional support for banking and product needs while ensuring efficient request handling and customer satisfaction.

BankingFinancial Services

No H1B

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 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

Qualification

Commercial payments knowledgeCustomer supportProject managementMicrosoft Office SuiteCRM proficiencyCommunication skillsTeamworkAttention to detailProblem-solvingOrganizational skills

Required

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

Preferred

Small Business or Ag experience highly desired

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

First National Bank GH

First National Bank Ghana received a universal banking license from the Bank of Ghana during the second half of 2015 with Richard Hudson as Chief Executive Officer.

Founded in 2017

Ridge, Volta, GHA

501-1000 employees