Lead Specialist, Payments Customer Support

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 JobThis role is responsible for working directly with Commercial Payments customers as their main point of contact for banking, product support, and account maintenance needs. The Treasury Management Lead Specialist provides exceptional customer support for external commercial payments clients and the internal Payments Sales organization. Responds to client requests in a timely fashion and ensures follow-up is completed either through their own actions or by partnering with internal groups to assist in completion.This person will have a deep understanding of current and emerging treasury services, and utilize this to provide efficient, and well-rounded support to the entirety of the FNBO commercial banking space.About This RoleKey Responsibilities:Responsible for being the primary contact for internal & external Commercial Payments customersProvide direct customer support responding to general and technical inquiries via phone or email related to Treasury Management services/systems and commercial deposit accountsRequires in depth understanding of the commercial payments industry and trends that impact cash managementEnsure that all requests sent by the customer are handled in a timely and efficient mannerMaintain a robust understanding of the customer lifecycle with fnboPartner with Implementation Specialists to coordinate pre & post-implementation activitiesCoordinate customer product implementations & training on single product setup requestsPartner with Implementations specialists to coordinate handoff of multi-product setup requestsAccountable for understanding the products and services the customer is utilizingEstablish connections with key personnel at the customer level to identify clear path for communication and timely implementationBe accountable for managing and processing all customer requestsMaintain 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 detailUtilize CRM to ensure completion of tasks and closed-loop support internally & externallyAnalyzes 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 relationshipsProvide applicable referral opportunities to account manager or Payment Advisor via CRM channels as neededUnderstand and adhere to all bank policy, laws and regulations applicable to roleComplete 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 ProgramExhibit professional behavior and promote positive working relationshipsLive out the Operating Philosophy and mirror the Organizational AttributesComplete special projects as assigned within allotted time framesBe accountable for continuous best efforts to complete the job assignedExercise a willingness to be a resource to colleaguesBe proactive and respectful in all relationshipsMaintain constructive working relationshipsMinimum QualificationsThe Ideal Candidate for This Role:Minimum of 1-3 years of commercial payments and/or banking experience (Business/Commercial Preferred)Bachelor’s degree or equivalent work experienceAbility to manage projects from inception to implementationStrong written and verbal communication skillsAbility to effectively communicate needs and schedules to project personnel and internal clientsStrong teamwork and interpersonal skillsStrong ability to multitask in a cross-functional environmentRequired SkillsJob/Technical Knowledge: Strong understanding of PC based hardware and operating systems such as Microsoft Office suite, Excel, Word, Outlook and Adobe AcrobatAbility to learn new products, multiple systems, and adapt when systems changeAttention to detail with high concern for data accuracyExcellent organizational skills with proven ability to prioritize and manage multiple responsibilities and projects in a fast-paced environmentStrong written and verbal communication skills and ability to convey a positive attitude and establish positive working relationshipsAbility to solve problems independently while applying logic and discretion and analyze problems for which there are not always precedentsCooperation/teamwork and patience in dealing with customersProvide professional and courteous service to all FNBO customers and employeesCandidates must possess unrestricted work authorization and not require future sponsorship.CompensationCompensation range (base pay): $41,116.00-$65,787.00This 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 EnvironmentIt is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.Benefits OverviewWe 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 Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn 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 below) in the subject line of your message.Job number: R-20260492Equal Opportunity & BelongingFNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.Learn more here.FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.Click here to download 'EEO is The Law' Self-Print PosterClick here to download 'EEO is The Law' Supplement for Federal ContractorsClick here to download 'EEO is The Law' GINA SupplementFNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDICFNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)Application DeadlineAll our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.