What are the responsibilities and job description for the Customer Care Manager position at FNBO?
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 Manager, Customer Care is accountable to manage the performance of assigned teams of Customer Care representatives. The role is also responsible to coach and guide Customer Care employees in regards to relationship building techniques, new products, and other business development activities.
Schedule
1:00pm to 9:30pm CST (Rotating Weekends)
About This Role
Leadership: 2 years leadership, driving engagement and reducing attrition.
Coaching: Skilled at mentoring agents through one-on-ones, call reviews, and training.
Quality & Compliance: Strong in fraud prevention, authentication, and regulatory adherence.
Customer Service: Empathetic, solutions-focused, and adept at turning issues into loyalty.
Banking Experience: Background in retail banking or call center operations is a plus.
Candidates must possess unrestricted work authorization and not require future sponsorship.
Compensation
Compensation range (base pay): $50,998.00-$84,148.00
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:
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20251624
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.
Summary Of The Job
The Manager, Customer Care is accountable to manage the performance of assigned teams of Customer Care representatives. The role is also responsible to coach and guide Customer Care employees in regards to relationship building techniques, new products, and other business development activities.
Schedule
1:00pm to 9:30pm CST (Rotating Weekends)
About This Role
- Manage and coach call center staff ensuring alignment to bank culture, intended customer experience, call center practices, and management philosophy
- Conduct regular one-on-one sessions and formal performance reviews with team, identifying team needs or opportunities
- Act as an escalation point for customer communication
Leadership: 2 years leadership, driving engagement and reducing attrition.
Coaching: Skilled at mentoring agents through one-on-ones, call reviews, and training.
Quality & Compliance: Strong in fraud prevention, authentication, and regulatory adherence.
Customer Service: Empathetic, solutions-focused, and adept at turning issues into loyalty.
Banking Experience: Background in retail banking or call center operations is a plus.
Candidates must possess unrestricted work authorization and not require future sponsorship.
Compensation
Compensation range (base pay): $50,998.00-$84,148.00
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
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20251624
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.
Salary : $50,998 - $84,148