Lead Specialist, Payments Customer Support

First National Bank of Omaha is dedicated to the success of its employees and is seeking a Lead Specialist for Payments Customer Support. This role serves as the main point of contact for Commercial Payments customers, providing exceptional support and ensuring timely responses to client requests while maintaining a deep understanding of treasury services.ResponsibilitiesResponsible for being the primary contact for internal & external Commercial Payments customersProvide direct customer support responding to general and technical inquiries via phone or email related to Treasury Management services/systems and commercial deposit accountsRequires in depth understanding of the commercial payments industry and trends that impact cash managementEnsure that all requests sent by the customer are handled in a timely and efficient mannerMaintain a robust understanding of the customer lifecycle with fnboPartner with Implementation Specialists to coordinate pre & post-implementation activitiesCoordinate customer product implementations & training on single product setup requestsPartner with Implementations specialists to coordinate handoff of multi-product setup requestsAccountable for understanding the products and services the customer is utilizingEstablish connections with key personnel at the customer level to identify clear path for communication and timely implementationBe accountable for managing and processing all customer requestsMaintain a comprehensive knowledge of departmental processes, procedures, and policies in support of continuous evaluation, identification, and implementation of improvementsLog all interactions in designated CRM with accuracy and detailUtilize CRM to ensure completion of tasks and closed-loop support internally & externallyAnalyzes relationships and provides input on beneficial products and services to enhance the customer’s relationship with First National BankActively identifies opportunities to expand the breadth and depth of existing customer relationshipsProvide applicable referral opportunities to account manager or Payment Advisor via CRM channels as neededUnderstand and adhere to all bank policy, laws and regulations applicable to roleComplete compliance training, follow internal processes and controls as requiredReport all compliance issues, violations of law or regulations in accordance with the steps defined in the FNBO Compliance Accountability ProgramExhibit professional behavior and promote positive working relationshipsLive out the Operating Philosophy and mirror the Organizational AttributesComplete special projects as assigned within allotted time framesBe accountable for continuous best efforts to complete the job assignedExercise a willingness to be a resource to colleaguesBe proactive and respectful in all relationshipsMaintain constructive working relationshipsSkillsMinimum of 1-3 years of commercial payments and/or banking experience (Business/Commercial Preferred)Bachelor's degree or equivalent work experienceAbility to manage projects from inception to implementationStrong written and verbal communication skillsAbility to effectively communicate needs and schedules to project personnel and internal clientsStrong teamwork and interpersonal skillsStrong ability to multitask in a cross-functional environmentStrong understanding of PC based hardware and operating systems such as Microsoft Office suite, Excel, Word, Outlook and Adobe AcrobatAbility to learn new products, multiple systems, and adapt when systems changeAttention to detail with high concern for data accuracyExcellent organizational skills with proven ability to prioritize and manage multiple responsibilities and projects in a fast-paced environmentAbility to solve problems independently while applying logic and discretion and analyze problems for which there are not always precedentsCooperation/teamwork and patience in dealing with customersProvide professional and courteous service to all FNBO customers and employeesCandidates must possess unrestricted work authorization and not require future sponsorshipBenefitsMedical, Dental, Vision Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceCompany OverviewFNBO 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.



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