Supervisor, Digital Solutions

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:

 

Provide front line supervision to assigned shift personnel and ensure all policies and procedures are followed as directed by Manager. Make recommendations and assist Manager in the planning, prioritizing, monitoring, coaching/development and performance reporting of the work of the team. Assist in the identification and implementation of enhancements to department procedures/protocol, training and technology.

About This Role:

 

Assists manager with:

• One-on-one meetings
• Coaching opportunities and current performance; feedback
• Approve time/absence requests; tracks occurrences
• In moment disciplinary problems (review with mgr)
• Draft performance improvement plans (mgr reviews and delivers)
• Assists in interviews (final hiring decision by mgr)
• Recommend and draft employee reviews (mgr signs off and delivers)
• Identify and recommend to manager additional training opportunities for self and team members.
• Lead huddles; update team on process and procedural changes

The Ideal Candidate for This Role:

 

• 5 years of call center/customer service experience
• Prior leadership experience is a plus
• Experience with Customer Care systems preferred
• Demonstrates strong leadership abilities with experience in frontline supervision and employee development
• Excels at coaching team members to achieve performance goals while maintaining high service standards
• Possesses excellent communication skills to effectively collaborate with management and team members
• Can adapt quickly in a digital solutions environment, showing both technical aptitude and customer service orientation
• Has exceptional problem-solving abilities, particularly for escalated customer or technical issues
• Shows initiative in identifying process improvements and technology enhancements
• Maintains meticulous attention to detail for monitoring performance metrics and compliance requirements
• Thrives in a fast-paced environment while prioritizing multiple responsibilities
• Models professional behavior that builds positive relationships across business units
• Values continuous learning and stays current with banking technology trends and customer service best practices

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

Compensation:

 

Compensation range (base pay): $40,310.00-$64,497.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work remotely, 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. The incumbent can work remotely from any of the states listed on the job posting, though occasional travel may be required for in-person meetings. Please note, work location is subject to change based on business needs.

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

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed b