Sr. Specialist, Customer Care Credit Card $21hr (Omaha/Kearney/Yankton/Greeley)

Customer Care Senior Specialist

At FNBO, our employees are the heart of our story—and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

Summary of the Job:

Are you ready to take your career to the next level? We're on the lookout for talented individuals like you to join our incredible team at FNBO! Our next class is scheduled to start on Monday, July 13, 2026. You MUST be able to train 9:00am to 6:00pm CST for the first 7 weeks on-site at the Omaha NE Tower, Kearney, NE Branch, Yankton SD Branch or Greeley CO Branch. 100% attendance required, time off requests will not be granted during the training period. Starting Monday, August 31, 2026, you will then transition into your solidified shift/schedule and work remotely from home. You would transition into one of the schedules below:

• 6:00a - 2:30p MT=RFS
• 1:00p - 9:30p MTW=F=Y
• 2:30p - 11:00p MTWR=S= (Eligible for 10% Shift Differential)
• FLEX SCHEDULE SEE DETAILS BELOW

MON = (M) TUES = (T) WED = (W) THURS = (R) FRI = (F) SAT = (S) SUN = (Y)

We also have Full-Time FLEX schedules available after 7 weeks of PAID on-site training (August 31, 2026). You will have the opportunity to select your own schedule from available shifts between 7:00 AM and 10:00 PM CST, Monday through Sunday each week. Schedules are chosen four weeks in advance, with a minimum commitment of 40 hours per week (Full-Time). Shift availability is based on business needs, and additional hours may be offered on an as-needed basis. Please note that Evening, Weekend and Holiday availability may be required depending on business demand, either on a recurring or intermittent basis.

Incumbents in this role MUST reside within a 70-mile radius of the FNBO Omaha, NE Tower:

• 1601 Dodge Street Omaha, NE 68102
• 2223 2nd Avenue Kearney, NE 68847
• 332 Broadway Ave Yankton, SD 57078
• 1701 23rd Ave Greeley, CO 80634

Benefits eligibility for all employees begins the 1st of the month following your start date! (August 1, 2026)

Compensation: $21.00 Per Hour+ 10% shift differential for any shift that starts at 1:30pm or later (your local time zone) (Please note schedules listed are in CST)

Non-Exempt/Hourly

About This Role:

Role Summary:

Want to be the voice of FNBO? A position on our Customer Care team gives you the opportunity to be the first point-of-contact with our valued customers!

At FNBO, our customers deserve a superior customer experience, and our Customer Care Senior Specialists are vital in making that possible! This role is for you, if you're great at talking with people, know how to identify and define customers' needs, and enjoy working independently.

Key Accountabilities - What You Will Do:

• Assist Customers: Handle inbound and outbound calls to address customer inquiries and provide support.
• Account Management: Help customers manage their bank accounts, including balance inquiries, fund transfers, and transaction history.
• Issue Resolution: Resolve issues related to account discrepancies, unauthorized transactions, and other banking problems.
• Product Information: Provide information about bank products and services, such as loans, credit cards, and savings accounts.
• Customer Verification: Verify customer identity to ensure security and privacy of account information.
• Service Requests: Process service requests like account openings, closures, and changes to account details.
• Technical Support: Offer basic technical support for online banking, mobile app usage, and ATM-related issues.
• Compliance: Adhere to banking regulations and internal policies to ensure compliance and maintain customer trust.
• Feedback Collection: Gather customer feedback to improve services and enhance customer satisfaction.
• Documentation: Maintain accurate and detailed records of customer interactions and transactions.

Work Location/Space:

• Having an organized workstation to aid with seamless customer interactions is a best practice.
• WFH employees are required to live within a 70 mile radius of a service center. This will ensure employees can get equipment as needed or come onsite when system issues occur.
• WFH employees must have a clean, accessible, and quiet workspace with no distractions, interruptions, or background noise. You want to be able to concentrate and listen to our customers with ease, so this is imperative. Any detection of background noise that would be considered unprofessional by our customers may be grounds for disciplinary action.
• Appropriate dependent care must be in place. Working at home is not a substitute for a child or any other type of dependent care.
• Employees are responsible for all expenses incurred related to the establishment and use of the designated home workspace.
• Due to the nature of the work and accessible customer information, which is confidential, visitors while working are not allowed, regardless of location.
• Commuting to an FNBO location for a meeting, training and other work that needs to be done in person could be required. Travel time/ mileage will NOT be paid/reimbursed for this commute.
• Working from a location other than your permanent address must be pre-arranged and approved by management. WFH arrangements may be rescinded if the employee's address change is outside of a 70 miles radius of a call center site.

The Ideal Candidate for This Role:

Qualifications - Who You Are:

• Customer Service Skills: Strong ability to interact with customers in a friendly, professional, and empathetic manner. (preferred minimum 12 months)
• 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 (preferred), 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. (branch experience a plus)
• 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.
• Bilingual in English and Spanish (preferred)

Candidates must possess unrestricted work authorization and not require future sponsorship.

Work Environment:

It is anticipated that the incumbent in this role will work onsite during the initial training period. After training is complete, the incumbent may be able to transition to remote work, offering you the freedom to contribute to our mission from wherever you work best, without compromising on career growth or connection to our team. Regardless of your location, you'll be fully integrated into