Bilingual Customer Care Sr. Specialist, Retail (Spanish/English) (Omaha, NE)

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.

Our Modern, Flexible Workplace:

 

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!

It is anticipated that an incumbent in this role will work remotely 100% of the time and will share a hoteling workspace if/when working onsite, as determined by business needs. It is required that during the initial training period, the incumbent will work onsite 100% of the time. Work location and on-site duration requirement is subject to change based on business needs.

Summary of the Job:

 

BILINGUAL IN SPANISH AND ENGLISH REQUIRED

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, September 22, 2025.
You MUST be able to train 9:00am to 6:00pm CST for the first 7 weeks on-site at 1601 Dodge Street Omaha, NE 68105. 100% attendance required, time off requests will not be granted during the training period.

Starting Monday, October 10, 2025, you will then transition into your solidified shift/schedule and have the potential to work remotely from home. You would transition into one of the schedules below:

6:00am to 2:30pm CST (SAT/SUN OFF)
7:00am to 3:30pm CST (WED/THURS OFF)
2:30pm to 11:00pm CST (MON/TUES) (Eligible for 10% shift differential)
2:30pm to 11:00pm CST (FRI/SAT) (Eligible for 10% shift differential)

Please note that set schedule preference selections will be considered in the order in which 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

Benefits eligibility for all employees begins the 1st of the month following your start date! (October 1, 2025)

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 onsi