Lead Specialist, Payments Customer Support

Treasury Management Lead Specialist

At FNBO, our employees are the heart of our storyand we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

This 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.

Key Responsibilities

• Provide direct customer support responding to general and technical inquiries via phone or email related to Treasury Management services / systems and commercial deposit accounts
• Requires in-depth understanding of the commercial payments industry and trends that impact cash management
• Ensure that all requests sent by the customer are handled in a timely and efficient manner
• Maintain a robust understanding of the customer lifecycle with FNBO
• Partner with Implementation Specialists to coordinate pre & post-implementation activities
• Coordinate customer product implementations & training on single product setup requests
• Partner with Implementations specialists to coordinate handoff of multi-product setup requests
• Accountable for understanding the products and services the customer is utilizing
• Establish connections with key personnel at the customer to identify clear path for communication and timely implementation
• Manage and process all customer requests
• Maintain 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 detail
• Utilize CRM to ensure completion of tasks and closed-loop support internally & externally
• Analyze relationships and provide 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 relationships
• Provide applicable referral opportunities to account manager or Payment Advisor via CRM channels as needed
• Understand and adhere to all bank policy, laws and regulations applicable to role
• Complete 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 Program
• Exhibit professional behavior and promote positive working relationships
• Live out the Operating Philosophy and mirror the Organizational Attributes
• Complete special projects as assigned within allotted time frames
• Be accountable for continuous best efforts to complete the job assigned
• Exercise a willingness to be a resource to colleagues
• Be proactive and respectful in all relationships
• Maintain constructive working relationships

The 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 experience

Ability to manage projects from inception to implementation

Strong written and verbal communication skills

Ability to effectively communicate needs and schedules to project personnel and internal clients

Strong teamwork and interpersonal skills

Strong ability to multitask in a cross-functional environment

Small Business or Ag experience highly desired

Required Skills

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

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

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

Work Environment : This position is open to remote candidates, reflecting our commitment to attracting exceptional talent regardless of geography. We've designed a flexible work arrangement that adapts to your geographic location. For candidates residing within 30 miles of the primary posted location, this position requires onsite presence. For those beyond this radius, embrace the freedom to contribute to our mission remotely while maintaining strong team connections. Regardless of your location, you'll be fully integrated into our team through robust digital collaboration tools and regular communication. Please note that work location is subject to change based on business needs.

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 :

Equal Opportunity & Belonging : FNBO 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 selvesno matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Application Deadline : All 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.