Lead Specialist, Payments Customer Support

Treasury Management Lead Specialist

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:

Responsible for being the primary contact for internal & external Commercial Payments customers

• 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 level to identify clear path for communication and timely implementation

Be accountable for managing and processing 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

Analyzes 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 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

Required Skills:

• Job/Technical Knowledge: Strong understanding of PC based hardware and operating systems such as Microsoft Office suite, Excel, Word, Outlook and Adobe Acrobat
• Ability to learn new products, multiple systems, and adapt when systems change
• Attention to detail with high concern for data accuracy
• Excellent organizational skills with proven ability to prioritize and manage multiple responsibilities and projects in a fast-paced environment
• Strong written and verbal communication skills and ability to convey a positive attitude and establish positive working relationships
• Ability to solve problems independently while applying logic and discretion and analyze problems for which there are not always precedents
• Cooperation/teamwork and patience in dealing with customers
• Provide professional and courteous service to all FNBO customers and employees

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

Compensation range (base pay): $41,116.00-$65,787.00

It 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.

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

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