Sr. Specialist, Chat Customer Care ($21)

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 Job: As a Senior Specialist, Chat, you’ll be at the forefront of customer interactions, delivering expert assistance and problem-solving across chat, email, and other messaging platforms. Our Chat Team is the first point of contact for customers needing card support. You will:

• Engage with customers via chat, providing solutions for inquiries related to credit cards and retail banking accounts.
• Assist customers with account balances, transactions, disputes, fraud concerns, rewards programs, and card management.
• Deliver superior service by managing multiple chat conversations simultaneously while ensuring accuracy and efficiency.
• Adapt your communication style to meet customer needs, ensuring clarity and professionalism in every interaction.
• Utilize CRM and chat platforms to document interactions and track customer history for better service outcomes.
• Stay informed on omnichannel trends to optimize the customer experience across different digital touchpoints.
• Work collaboratively with internal teams when needed to escalate complex issues.
• Make data-driven decisions using available resources to resolve customer concerns effectively.

Available Schedules: 9:30am to 6:00pm CST (Monday through Friday) 10:30am to 7:00pm CST (Monday through Friday) About This Role: THE IDEAL CANDIDATE FOR THIS ROLE: We’re seeking a savvy communicator who wants to be on the forefront of launching a new channel, who embraces working in a fast-paced environment and is passionate about delivering an exception customer experience You are:

• An excellent communicator, skilled in written and verbal interactions across multiple digital channels.
• A skilled multitasker, able to handle multiple chat conversations at once while maintaining focus and accuracy.
• Tech-savvy, comfortable working with CRM systems, chat platforms, and automation tools.
• Adaptable, able to adjust tone and approach based on customer needs and communication styles.
• An analytical problem-solver, capable of assessing customer concerns and determining appropriate solutions.
• Knowledgeable about security & compliance in banking, ensuring customer data is handled appropriately.
• Efficient in digital tools, including keyboard shortcuts, AI chat assistants, and system navigation for quick resolutions.

The Ideal Candidate for This Role:

• Must be a current FNBO Customer Care - Credit Card team member or a FNBO Customer Care - Retail team member that was recently training on Credit Card. (Or FNBO Rehire that was recently trained on FNBO Customer Care Credit Card)
• Typing speed of at least 40 words per minute with strong accuracy.
• A minimum of 12 months of direct customer service or sales experience.
• Strong computer skills, including navigating multiple banking systems and digital communication tools.
• Experience with omnichannel customer support (chat, email, messaging platforms) a plus.
• Ability to work in a fast-paced digital environment while maintaining professionalism.
• A quiet workspace with minimal distractions if working remotely.
• A fast, reliable internet connection if working remotely.
• Demonstrated dependability and reliability.
• A high school diploma or GED.

Candidates must possess unrestricted work authorization and not require future sponsorship. Compensation: Compensation range (base pay): $37,454.00-$59,927.00 This 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 Environment: It is anticipated that the incumbent in this role will work remotely, offering you the freedom to contribute to our mission from wherever you work best, without compromising on career growth or connection to our team. Regardless of your location, you'll be fully integrated into our team through robust digital collaboration tools and regular communication. The incumbent can work remotely from any of the states listed on the job posting, though occasional travel may be required for in-person meetings. Please note, work location is subject to change based on business needs.

Benefits

Overview: 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

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/. For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message. Job number: R-20260052 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 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 Poster Click here to download 'EEO is The Law' Supplement for Federal Contractors Click here to download 'EEO is The Law' GINA Supplement FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants) 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. Apply tot his job Apply To this Job