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.

Our Modern, Flexible Workplace:

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers.

It is anticipated that an incumbent in this role will work onsite 100% of the time and will have a dedicated workspace. Work location is subject to change based on business needs.

Summary of the Job:

Required schedule: Friday - Tuesday 8:30am - 5:00pm.

Flexibility on scheduling is necessary.

About This Role:

Role Description: Assist manager in the planning, prioritizing, monitoring and performance reporting of Lockbox processing. Be a subject matter expert on all aspects of lockbox processing after the mail has been scanned through the PSS process of files being sent to customers and check processing. Assist in the identification and implementation of enhancements to procedures and systems utilized within the department. Identify training opportunities and coordinate training of team members in support of FNNI customer satisfaction, retention and profitability goals, as well as, the division's adherence with regulatory requirements as it pertains to the department's transaction processing. Direct and allocate team resources effectively, ensuring quality levels and production deadlines.

Key Accountabilities:

Process & Procedures: Assist in the development, testing and implementation of quality controls, production goals, new methodologies and system enhancements. Identify and escalate business risks and efficiencies resulting from an activity being performed within department.

• Assist manager in the review and assessment of team adherence to standard operating procedures and all pertinent regulations.
• Develop and maintain comprehensive job knowledge. Coordinate or provide on-the-job-training (OJT) for all department job functions.
• Responsible for updates, recommended changes, enforcement, and distribution.
• Serve as an escalation point for team members for situations not addressed within the standard operating procedures.

People: Monitor, coach and recommend additional training solutions for team members to maintain or exceed established standards of productivity, quality of customer interactions and accuracy of customer transactions.

• Collect, document, and submit examples of personal effectiveness of team members to support the development of meaningful and valuable PEA(s).
• Provide input for capacity planning, management of schedules (PTO), and some coaching/feedback with team members.
• Coordinate or perform training for new team members and cross-training for existing team members.

Work coordination: Identify opportunities and allocate team resources effectively with regard to day-to-day functions and responsibilities to achieve the highest levels of quality, efficiency and performance.

• Ensure weekly work schedules reflect proper coverage to effectively maintain production levels.
• Perform daily department functions as needed. Complete special projects as assigned within allotted timeframes.
• Research complex customer issues escalated by team members and resolve in a timely manner.
• Assist department manager by representing the team in business partner and project meetings.
• Coordinate or provide compiled department production reporting information regarding volumes, quality, trends, and escalations.

Understand and comply with the Bank's BSA/AML Program; adhere to all bank policy, laws and regulations applicable to role.

• Complying with the Bank's Customer Identification Program and Customer Due Diligence Policy.
• Identifying, monitoring and reporting suspicious activity.
• Completing BSA/AML and other assigned training in a timely manner as directed by management.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNO Compliance Accountability Program.
• Remain up-to-date on regulatory changes via online provider, newsletters, attending seminars, training, and bulletins from regulators or other applicable agencies.

Demonstrate professional behavior and promote positive working relationships.

• Practice the FNNI Operating Philosophy and FN Operations' values; support goals and strategic plan.
• Employ and promote a strong work ethic, encouragement and positive feedback to team members.
• Maintain constructive working relationships, engage in open communication, and demonstrate commitment, dependability and respect for team members.
• Demonstrate regular and predictable attendance, punctuality and adherence to agreed upon schedule.
• Project a professional image in dress, manner, communication and focus.
• Be accountable for continuous best efforts to complete the job assigned.

The Ideal Candidate for This Role:

Required:

• High school graduate or GED.
• Previous customer service experience.
• Excellent verbal and written skills.
• Excellent time management skills
• Ability to define problems, establish facts, and draw valid conclusions
• Focus on attention to detail and accuracy.
• Ability to multi-task as needed.
• Working knowledge of Microsoft Office suite of products.

Desired:

• Working knowledge of Mortgage functions
• Bachelor's degree in business related field.
• Supervisory/leadership experience
• Knowledge of diverse banking products and processes.
• Previous experience writing, presenting and facilitating the training of policies, procedures, and best practices.

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