FNBO is a company committed to the success of its employees and is seeking a Bilingual Customer Care Senior Specialist to join their team. This role involves handling customer inquiries, managing bank accounts, resolving issues, and providing product information while ensuring compliance with banking regulations. The position requires strong communication skills and the ability to work independently, with the opportunity for remote work after an initial training period.
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
- 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
- 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
- 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: Strong ability to interact with customers in a friendly, professional, and empathetic manner. (preferred minimum 12 months)
- Technical Proficiency: Familiarity with banking software (preferred), online banking platforms, and basic troubleshooting skills for common technical issues
- Product Knowledge: Good understanding of the bank's products and services to provide accurate information and assistance. (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.