Our Ability Jobs

Job Information

First National Bank of Omaha Manager, Complaints Support in Nebraska

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.

The Manager will remotely manage the OOTP Support Team (up to 6 staff members) and work daily with the Sr. Manager of OOTP. The OOTP Support Team will be responsible for logging and completing research requests for most of the enterprise complaints. The Manager will work to ensure consistent achievement of 1) complaint logging 2) work distribution 3) frontline employee coaching, and 4) procedure adherence.

Manage the Support Team to ensure consistent, complete, and accurate logging of complaints. Work collaboratively with the OOTP Sr. Manager and team to escalate applicable complaints and ensure research is being completed in a timely manner. Work collaboratively with the OOTP Sr. Associates on QA feedback received for the Support Team. Work collaboratively with the OOTP Sr. Manager and Sr. Associates on various tasks to comply with the Complaint Program, included but not limited to reporting and business unit follow up needs. Identify opportunities for consistency and promote proactive communication. Provide consistent frontline coaching regarding the complaint intake process. Become a key contact for speech analytics as it relates to a vendor contact, QA team resource and OOTP team resource. This role will work directly with a third-party vendor and support applicable aspects of both the complaints and QA modernization speech analytics use cases. As a manager, effectively apply FNBO Managerial Attributes:

  • Inspiring & Motivating Others:

  • Communicates personal investment in team goals and team successes.

  • Learns preferences of others to drive individual motivation and commitment.

  • Motivates team by recognizing individual contributions and expressing positive morale and commitment.

  • Developing People:

  • Helps other accurately assess their strengths and development areas and create realistic development and career plans.

  • Creates the time and opportunity to informally develop and coach others.

  • Provides instruction and timely, specific feedback to others on performance, tasks and objectives and developmental needs.

  • Team Development:

  • Clearly defines each team member’s role, including their responsibilities, performance expectations and contributions to the overall team purpose.

  • Build excitement by communicating team objectives in a way that motivates team members.

  • Assesses team performance and holds team members accountable for individual contributions toward team goals.

  • Resource Optimization:

  • Independently evaluates current team goals and identifies individuals with relevant skills and expertise to accomplish team goals.

  • Plans for, acquires and distributes necessary materials to ensure accomplishment of team goals.

  • Tracks resource use to ensure minimal waste and reduce duplication of efforts; provides updates to senior management on current team resource usage.

  • Delegation:

  • Shows good judgement in estimating the appropriate level of work to delegate.

  • Provides clear directions, expectations, and standards for others to complete their tasks.

  • Demonstrates trust in others to perform assignments and communicates appreciation when delegating work.

Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. Demonstrate FNBO core values and mission as outlined in the Operating Philosophy in day to day functions and interactions. Exhibits professional behavior and promotes positive working relationships.

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 (https://www.fnbo.com/about-us/inclusion-diversity/)

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 (https://www.firstnational.com/common/communications/hr/assets/documents/hr/eeo_poster.pdf) to download 'EEO is The Law' Self-Print Poster

Click here (https://www.firstnational.com/common/communications/hr/assets/documents/hr/eeo_poster_federal_contractors.pdf) to download 'EEO is The Law' Supplement for Federal Contractors

Click here (https://www.firstnational.com/common/communications/hr/assets/documents/hr/eeo_poster_gina_supplement.pdf) to download 'EEO is The Law' GINA Supplement

Grow Your Career with FNBO!

For more than 160 years, our holding company - First National of Nebraska - has grown to nearly 5,000 employees with locations in eight states and $24 billion in assets. We are proud to serve our customers and communities with banking offices located in Nebraska, Colorado, Illinois, Iowa, Kansas, South Dakota, Texas and Wyoming.

First National Bank of Omaha (FNBO) believes that a bank should be a force for good in the world; to positively influence the lives of our employees, customers and the success of the communities we serve. Whether you're just beginning your career or taking it to the next level, you'll find your fit here.

FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations, regardless of but not limited to their age, race, color, ethnicity, gender, gender identity, sexual orientation, disability, religion or military status. 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 (https://www.fnbo.com/about-us/inclusion-diversity/)

Support: See the "Contact Us" section at the bottom of the Job Seeker Tips & Resources (https://www.fnbo.com/careers/job-seeker-resources/) page

DirectEmployers