Sr. Specialist, Fraud & Non Fraud Investigations

At FNBO, our employees are the heart of our story—and we're committed to their success!

As a Fraud and Non-Fraud Investigations Senior Specialist, you will help FNBO customers protect themselves against fraud and assist with billing disputes.

Key responsibilities include:

• Communicate with customers who have experienced fraud or a billing error on their account and reassure them that FNBO has their back.
• Determine dispute validity and hold customers accountable when necessary.
• Conduct in‑depth investigations to identify suspects.
• Contact law enforcement when needed and provide important information.
• Research and submit Suspicious Activity Referrals.
• Understand the chargeback life cycle for Visa and Mastercard.
• Review merchant responses and respond accurately and professionally.
• Ensure compliance with Federal Regulation Z and all standard procedures.
• Perform basic accounting to ensure accounts balance after investigation.
• Assist the Bankcard Recovery department with fraud and billing dispute investigations in collections.
• Manage time to meet or exceed production goals.

• Supportive and solution‑oriented.
• Strategic thinker.
• Strong written and oral communication skills.
• Believes in a greater mission.
• Committed to community service.
• Excellent at managing multiple responsibilities.
• Comfortable defusing stressful situations.
• Motivated by challenge.

• High school diploma or GED.
• Excellent oral and written communication skills.
• Basic PC skills with the ability to master required software (File Net, TBS, CRT, etc.).
• A minimum of nine months of customer service experience.
• Basic accounting skills with the ability to balance accounts.

• Credit card dispute and chargeback experience.
• Familiarity with the credit card or banking industry.

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

Base pay range: $37,454.00 – $59,927.00. Final compensation offer may vary based on experience, education, and skill level.

The incumbent will work onsite during initial training, with potential transition to remote work thereafter. Work location requirements may change based on business needs.

• Medical, Dental, Vision Insurance
• 401(k) with matching contributions
• Time Off programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short‑term / Long‑term Disability Insurance

FNBO believes that a quality employee experience is central to our customer experience. We are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be authentic. FNBO is an equal opportunity employer for all employees and applicants, making employment decisions without regard to status or identity.

FNBO follows federal law regarding the use of marijuana (this applies to all non‑California applicants).

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All our jobs are posted for a minimum of 5 calendar days. Job postings may be removed prior to 5 days based on applicant volume.