Sr. Account Specialist, DFS Finance

First National Bank of Omaha; Nebraska; Hybrid; USD 37,000 - 60,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision Insurance

401k with matching

Time Off Programs

HSA/Dependent Care

Growth Opportunities

Tuition Assistance

Disability Insurance

Job summary

The Sr. Account Specialist at First National Bank of Omaha will serve as a key contact for customers navigating delinquency, conducting solution-focused conversations to resolve accounts while ensuring compliance with applicable regulations.

You will also lead collections efforts across Small Business products to drive timely outcomes. Ideal candidates will have experience in collections or customer service within banking, strong negotiation skills, and the ability to operate in a hybrid work

Qualifications

• Prior experience in collections and/or customer service within a banking or financial services environment.
• Strong negotiation, problem-solving, and conflict resolution skills with the ability to navigate sensitive conversations with confidence and empathy.
• Demonstrated ability to manage special projects within established timelines while maintaining accountability for outcomes.
• Solid understanding of collection procedures and regulatory requirements, including BSA/AML compliance obligations.

Responsibilities

• Conduct outbound calls to delinquent customers with professionalism and purpose, working to understand their circumstances and identify viable paths to resolution.
• Negotiate payment arrangements and solutions for complex delinquency situations, balancing customer needs with risk management objectives.
• Document, execute, and monitor formalized payment plans in accordance with department standards.
• Manage inbound customer calls across all DFS products and markets, providing knowledgeable support and guidance.
• Provide administrative expertise in support of account management, risk management, compliance, and audit functions, ensuring adherence to internal policies and state and federal regulations.
• Conduct assets, addresses, and phone number research (skip tracing) to support collection and litigation efforts as needed.
• Maintain a thorough understanding of all applicable DFS and Small Business policies, laws, and regulations, and apply them consistently in day-to-day responsibilities.

Skills

Collections experience

Customer service

Negotiation

Regulatory compliance

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

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:

The Sr. Account Specialist plays a critical role within FNBO's Diversified Financial Services (DFS) Division, serving as a primary point of contact for customers navigating delinquency. In this role, you will conduct meaningful, solution-focused conversations to identify the root causes of delinquency and guide customers toward appropriate resolutions all while delivering superior experience and maintaining compliance with applicable regulations. As a secondary function you will also lead collections efforts across a range of Small Business products, including loans, lines of credit, and overdrawn deposit accounts to drive timely and effective outcomes.

About This Role:

Key Responsibilities

• Conduct outbound calls to delinquent customers with professionalism and purpose, working to understand their circumstances and identify viable paths to resolution.
• Negotiate payment arrangements and solutions for complex delinquency situations, balancing customer needs with risk management objectives.
• Document, execute, and monitor formalized payment plans in accordance with department standards.
• Manage inbound customer calls across all DFS products and markets, providing knowledgeable support and guidance.
• Provide administrative expertise in support of account management, risk management, compliance, and audit functions, ensuring adherence to internal policies and state and federal regulations.
• Conduct assets, addresses, and phone number research (skip tracing) to support collection and litigation efforts as needed.
• Maintain a thorough understanding of all applicable DFS and Small Business policies, laws, and regulations, and apply them consistently in day-to-day responsibilities.

The Ideal Candidate for This Role:

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

What We're Looking For

• Prior experience in collections and/or customer service within a banking or financial services environment.
• Strong negotiation, problem-solving, and conflict resolution skills with the ability to navigate sensitive conversations with confidence and empathy.
• Demonstrated ability to manage special projects within established timelines while maintaining accountability for outcomes.
• Solid understanding of collection procedures and regulatory requirements, including BSA/AML compliance obligations.
• Commitment to completing required compliance training and promptly reporting any known policy violations or suspicious account activity.
• Professional demeanor with a track record of fostering positive working relationships and maintaining reliable attendance.
• Ability to adapt effectively in a dynamic, regulation-driven environment.
• Comfortable working both independently and collaboratively within a small team setting.
• Proficiency in Microsoft Office Suite.
• High School Diploma or GED required.

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 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.

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 [e-mail].

Job number: R-20261671

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.

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

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

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.