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. 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 level 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 Skills - 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 - 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 - 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 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.