Bilingual Customer Care Sr. Specialist Retail $18hr + 10% Lang Differential

Join Our Team at FNBO

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, January 5, 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, Yankton SD Branch, Greeley CO Branch or Kearney NE branch. 100% attendance required, time off requests will not be granted during the training period. Starting Monday, 2/23/26, you will then transition into your solidified shift/schedule and work remotely from home. You would transition into one of the schedules below.

Shift Days:

• 1:30pm to 10:00pm MTW==YS
• 9:30am to 6:00pm MT==FYS
• 11:00am to 7:30pm M=WRF=S
• 10:00am to 6:30pm =TWRFY=
• 8:00am to 4:30pm MTW=FY=
• 8:00am to 4:30pm MTWR==S
• 12:00pm to 8:30pm MTWRF=
• 11:00am to 7:30pm =TWRFY=

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

Please note that full-time set schedule preference selections will be considered in the order they are received, and that selecting a shift/schedule does not guarantee you these hours, as offers are not finalized until you have spoken with a FNBO's Customer Care Talent Advisor. Incumbents in this role MUST reside within a 70-mile radius of the FNBO Omaha, NE Tower:

- 1601 Dodge Street Omaha, NE 68102

- 332 Broadway Ave Yankton, SD 57078

- 1701 23rd Ave Greeley, CO 80634

- 2223 2nd Avenue Kearney, NE 68847

Benefits eligibility for all employees begins the 1st of the month following your start date! (February 1, 2026) Compensation: $18.00 Per Hour + 10% Language Differential 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 90 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. 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 90 miles radius of a call center site.

The Ideal Candidate for This Role

Qualifications - Who You Are:

• Bilingual in English and Spanish (required)
• Customer Service Skills: Strong ability to interact with customers in a friendly, professional, and empathetic manner.
• 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.
• 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.

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 our team through robust digital collaboration tools and regular communication. Please note, work location and onsite duration requirement is subject to change based on business needs.

Compensation and Benefits Overview

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions</