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Customer Care Manager (Bilingual - Spanish)

FNBO locationOmaha, NE
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Web Mktg Technology Specialist

FNBO locationOmaha, NE
122 positions
info linkReport a probelm Originally Posted : July 15, 2021 | Expires : September 13, 2021


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Job Location
Omaha, NE, United States


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.

Monday Through Friday From 9:00 am to 6:00pm CST With Rotating Weekend Shift. Bilingually proficient in Spanish and English preferred.


Job Description:

The Manager of the Customer Care site in Omaha, NE will be accountable for the management of a Customer Care Team in alignment with FNBO's Operating Philosophy. Assist the Site-Director in planning, prioritizing, monitoring, coaching/development and performance reporting. Assist the team managers and customer care team in reaching performance goals, managing to call volumes and exceeding customer service expectations.

Key Responsibilities:

  • Coordinate and Conduct Site operational support duties as assigned by Director.
    • Conduct the opening and closing of Site office.
    • Collect, prepare and coordinate, with site administrative representatives, the input of Time Sheet data for Care Center staff.
    • Collect and archive supporting hardcopy resource material.
    • Provide input to the reporting of the department supplies inventories. Identify and communicate to Site Director (or designated Customer Care Center Manager) the need to place purchase orders.
    • Assist in the development and implementation of recognition programs for the Customer Care Center employees.
    • Conduct month end filing.
    • Coordinate and oversee the completion of repairs/maintenance of Site equipment.
    • Maintain and update leader board reporting statistics.
    • Recommend and assist with the development, coordination and implementation of performance and production contests.
    • Create motivational boards.
    • Maintain clean work areas and Branch common areas.
  • Management and responsibility of Customer Care agents
    • Identify and coordinate training needs for group. Ensure peer to peer training materials are in place and up to date.
    • Attend call listening and informational meetings with bank partners.
    • Monitor completion of Egain, CIMS cases, templates and CSP surveys.
    • Continually evaluate specialty group training staffing needs and make hiring recommendations as needed.
    • Address and respond to customer concerns and complaints.
    • Responsible for completing regulatory research during audits and working with BUCO when creating policies.
    • Responsible for grade of service of specialty queue.
  • Effectively apply FNBO Managerial Accountability.
    • Align employee strengths, skills, knowledge and abilities to ensure goals are met.
    • Develop and articulate actionable and attainable expectations/goals for team members by providing contest, big picture, and defining what success looks like.
    • Provide feedback, coaching and development opportunities to help employees improve their skills and behaviors to fulfill current and/or future responsibilities.
    • Hold team accountable for their actions and outputs; provides recognition and/or corrective action as appropriate.
  • Monitor, coach and recommend additional training solutions for team members to maintain or exceed established standards of Customer Care Center quality of customer interactions, accuracy of customer service transactions and call volume handling and sales. (Daily and Ongoing)
    • Assist with the day-to-day coaching, feedback, reporting, performance evaluation and monitoring of the accuracy and quality results of the Care Center staff.
      • Research and resolve escalated issues from team members. Utilize escalated issues as training/coaching opportunities.
      • Work collaboratively with team member and customer to understand and resolve issue(s).
      • Debrief team member on the process used to resolve customer issue(s).
      • Identify and recommend additional training opportunities for self and team members.
    • Assist in the development, testing and implementation of quality controls, production goals, incentive program standards, system enhancements and new service and sales products and methodologies. (As assigned by Director)
    • Conduct "Test & Learn" initiatives; testing of new product and service offerings and programs for enhanced productivity.
    • Provide reporting, feedback and recommendations.
    • Collect, document and submit examples of personal effectiveness of team members to support the development of meaningful and valuable PEA(s).
    • Create draft PEAs on Team members. (As Assigned by Director)
    • Monitor call volume and make appropriate decisions to manage service levels.
  • Understand and comply with the bank's BSA/AML Program, which includes, but is not limited to the following:
    • Complying with the bank's Customer Identification Program and Customer Due Diligence Policy
    • Identifying, monitoring and reporting suspicious activity
    • Completing BSA/AML training in a timely manner as directed by management.
    • Ensure direct reports meet the above requirements, if applicable.
  • Maintain comprehensive knowledge of current Customer Care Center operating procedures and FNCCC products and services offered.
    • Effectively utilize knowledge and all resources available to support team member competency development.
    • Train new employees and cross-train existing employees on all site specific Roles and functions.
    • Provide on-the-job-training (OJT) on all job functions.
    • Update written procedures as changes occur.
    • Collect/compile frequently asked questions (FAQs) to support the development of more effective processes, procedures, orientation and training materials.
  • Conduct formal Quality Monitoring of team members to support the identification of additional training/development needs, reward/recognition opportunities and/or required disciplinary actions.
    • Effectively utilize the Customer Care Center Call Monitoring system
    • Document, discuss and provide coaching/feedback to individual team members.
    • Capture, document and escalate individual customer interactions that warrant direct recognition and/or disciplinary action by Manager.
  • Conduct the work of the Customer Care Center Representatives in times of high call volume, when workload permits, team goals and performance to goal requires or as assigned by Manager.
    • Meet or exceed sales, service and referral standards. (As Assigned by Director)
  • Assist with the preparation and presentation of data for internal and external audit purposes. (As Assigned by Director)
    • Compile compliance metrics that address typical concerns and inquiries.
    • Assist in the presentation of audit reports to audit personnel.
    • Research identified anomalies and compile data for reporting purposes. (As Assigned by Director)
    • Assist in the development, implementation and enforcement of plans that address identified areas of concern from audit personnel.
  • Understand and adhere to all bank policy, laws and regulations applicable to role. (Ongoing)
    • Assist manager in the review and assessment of Care Center staff compliance to standard operating procedures and all pertinent Federal and State regulations.
    • 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. (Ongoing)
    • Respond to internal and external customer inquiries in professional, positive and friendly manner.
    • Exercise a willingness to be a resource to colleagues.
    • Complete special projects as assigned within allotted time frames.
    • Be accountable for continuous best efforts to complete the job assigned.
    • Actively and openly support all company programs and policies.
    • Adhere to all FNBO and department policies and procedures including but not limited to; Code of Ethics, Employee Handbook, confidentiality, and legal requirements for calls and dress code.
    • Maintain a regular and predictable record of attendance within established department guidelines.

Required Qualifications:

  • Bachelor's degree required
  • If no Bachelor's degree obtained, can accept equivalent (two [2] years) of supervisory experience, including experience in employee coaching and development in a sales and service environment, in lieu of degree
  • Minimum of two [2] years of supervisory experience, including experience in employee coaching and development in a sales and service environment required

Additional Qualifications:

  • Bilingually proficient in Spanish and English preferred
  • Excellent performance history within the FNCCC or equivalent
  • Demonstrated leadership and problem solving skills
  • Demonstrated customer service skills and performance
  • Ability to exercise independent judgment and assume responsibility to make necessary decisions
  • Basic PC skills required

Equity, Diversity, & Inclusion:

FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.

See the full FNBO Equity, Diversity, & Inclusion Statement here

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

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