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FNBO · 2 months ago

Lead Specialist, Payments Customer Support

Omaha Metropolitan Area

Full-time

Hybrid

Entry, Mid Level

$40K/yr - $64K/yr

1+ years exp

FNBO is committed to the success of its employees and is seeking a Lead Specialist for Payments Customer Support. This role is responsible for providing exceptional customer support to commercial payments clients, managing inquiries, and coordinating product implementations while adhering to compliance regulations.

AccountingBankingFinanceFinancial ServicesMortgage

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 knowledgeCRM proficiencyProject managementMicrosoft Office SuiteAttention to detailCustomer serviceCommunication skillsTeamworkProblem-solving