Lead Specialist, Personal Banking

About the Role

The Contact Center Personal Banker serves as a remote specialist focused on transactional banking services and customer longevity. This role emphasizes efficient execution of banking tasks, digital proficiency, and support for customer needs through structured processes.

Key Responsibilities

• Open and close personal deposit accounts
• Submit and close loan applications
• Coordinate home equity applications and branch handoffs
• Perform account maintenance (e.g., flex relocking, CD/IRA renewals)
• Quote deposit and loan rates
• Execute wire input and verification
• Support retail-related calls and routing
• Support mortgage-related calls and routing
• Originate ATM/VDC requests
• Assist with online banking cross-sell and digital navigation
• Execute DocuSign workflows and provide customer guidance
• Ensure regulatory compliance and documentation accuracy
• Qualify and route referrals for mortgage, business, and investment services
• Participate in peer training and process support
• Support peers with questions and escalated calls when necessary

Scope & Boundaries

• Does not engage in relationship development, financial goal planning, or deep consultative services
• Operates fully remote, with no in-office requirement
• Not eligible for incentive-based compensation
• Focus on transactional execution and customer retention through service quality

Success Profile

• Strong attention to detail and task ownership
• Comfort with digital tools and remote workflows
• Ability to follow structured processes and escalate appropriately
• Clear communication and customer service skills
• Willingness to support team goals through consistency and accuracy

Qualifications

Candidates must possess unrestricted work authorization and not require future sponsorship. This position requires S.A.F.E. Act registration with the Nationwide Mortgage Licensing System (NMLS). Qualification requirements include meeting applicable financial responsibility, character, credit fitness, and criminal background standards. Successful candidates must meet ongoing regulatory requirements, including acceptable background investigation and credit report results.

Pay

Compensation range (base pay): $41,116.00-$65,787.00. Final compensation offer may vary based on work experience, education, and/or skill level.

Schedule

Monday-Friday, 9:30 AM - 6:00 PM, with rotating 3rd Saturdays, 9:00 AM - 12:00 PM.

Benefits

• 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.

Work Environment: Remote work is anticipated, with occasional travel for in-person meetings. Work location is subject to change based on business needs.