Careers

Summary

Provides high quality customer service by meeting the needs of customers in an efficient and friendly manner while both servicing transactions and handling needs assessment and new account opening. This position will have a thorough understanding of the customer’s transaction requirements and be able to effectively communicate all available options to them.

Responsibilities

• Acts as the customers’ first point of contact with the Bank, by serving the customers’ total financial service needs by recognizing and uncovering opportunities and contributing directly to the success of the branch.
• Responsible for a broad range of basic to moderate activities in the branch including new account sales, customer service and referral generation.
• Process transactions: deposits & loan transactions, account transfers, money orders, and cashier checks, etc. accurately and according to established guidelines.
• Supports the Bank’s sales objectives and campaigns by selling and cross-selling Bank products and services.
• Assists the branch management with day-to-day transactions (including but not limited to approving transactions, preparing reports, etc.).
• Opens and maintains deposit accounts and electronic products offered by the Bank.
• Educate and offer personal and business customers on the use of interactive tellers, personal and business online banking, mobile banking, as well as remote deposit, wire transfers, and ACH origination services.
• Actively promotes the branch office by making sales calls, assisting in outreach events and community involvement.
• Treat all transactions with complete confidentiality.
• Verifies customer information by following the bank’s Customer Information Program, Customer Due Diligence, and USA Patriot Act according to FNB BSA policies.
• Additional related duties may be assigned as appropriate for the branch.
• Comply with all Bank Secrecy Act and Anti Money Laundering regulations, bank policies and procedures.

Knowledge and Skills

• Excellent verbal, listening, and written communication skills.
• Relationship building, collaboration and teamwork – plus – problem solving skills.
• Understands basic knowledge of bank deposits, lending products, credit products, and services to open accounts or refer customer to specialist team member(s).
• Demonstrates a high degree of accuracy and attention to detail skills.
• Proficient computer literacy with knowledge of windows-based computer software.
• Bilingual – desired.

Qualifications

• High school diploma or GED
• 2-3 years of customer service and professional experience
• 1-2 years banking experience preferred, but not required
• Valid Driver’s License • Ability to work in a fast-paced environment

Physical Demands

• Ability to stand and /or sit for extended periods of time.

Summary

This position serves to assist the Operations System Manager in providing core system support, to include assisting in project management, implementation and support. This position will have secondary responsibility to be knowledgeable in all functions of the Operations Department.

Responsibilities

• Maintain proficiency with all FISERV applications used by First Nebraska Bank.
• Serves as primary backup for FISERV related projects.
• Helps identify process improvement opportunities through use of Fiserv applications.
• Act as internal point of contact on FISERV applications.
• Ensure FISERV applications perform as expected.
• Coordinate changes to FISERV applications with internal staff.
• Ability to coordinate and make changes within FISERV applications.
• Knowledgeable in Business Analytics with ability to write reports as requested by Bank Management.
• Understand complex configurations of multiple applications used by the bank.
• Provide exceptional service to coworkers and to bank customers, as necessary.
• Ability to collaborate with various First Nebraska Bank departments and provide support for internal calls.
• Provide support, as needed, for the Bank training program.
• Additional related duties or special projects may be assigned.
• Comply with all Bank Secrecy Act and Anti Money Laundering regulations, bank policies and procedures.

Knowledge and Skills

• Strong communication, analytical, and decision-making skills to effectively uncover and resolve complex issues.
• Ability to work in a fast-paced environment and under pressure as needed.
• Perform all duties in a manner consistent with standard bank operations.
• Uphold confidentiality and privacy in regards to bank information systems and projects.

Qualifications

• Prefer a four-year degree in related field and/or equivalent experience in banking industry. Knowledge of financial institution policies and procedures.
• Minimum 3 years’ experience with FISERV Core Operating Systems.
• Valid Driver’s License.
• Proven ability to interact with customers and support staff to achieve superior service quality.
• Experience with Microsoft Windows/Office and banking operations preferred.

Summary

We are looking for a skilled call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

• Hiring, training, coaching, and leading call center/ITM as they provide support for customers.
• Knowledge and understanding of banking transactions to help assist/resolve issues with ITM staff and customers (ITM training will be done onsite).
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center and ITM data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Develop objectives for the call center’s day-to-day activities.
• Assume responsibility of budgeting and tracking expenses.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.).

Knowledge and Skills

• Strong customer service skills and enjoys working with the public.
• Self-directed and growth oriented. Takes initiative and uses good judgment in making appropriate decisions.
• Organized, accurate and detail-oriented.
• Ability to sell additional FNB products and services to clients.
• Solid understanding of reporting and budgeting procedures.
• Proficient in MS Office and call center equipment/software programs.

Qualifications

• Bachelor Degree in Marketing, Business, or Communications preferred.
• 6+ years’ experience in telemarketing or an outbound call center environment (with 2 of those years in supervision).
• Valid Driver’s License.
• Great communication, management, interpersonal and leadership skills required.