Sr. Specialist, Fraud & Non Fraud Investigations

Summary

At FNBO, we believe that a bank should be a force for good in the world. As a Fraud and Non-Fraud Investigations Senior Specialist, you will help FNBO customers protect themselves against fraud as well as assist with billing disputes. We are looking for someone who will investigate, analyze, and immerse themselves in the world of credit card investigations to support customers who have been victims of fraud or have billing disputes on purchases.

In the Fraud and Non-Fraud Investigations Department, the work is rewarding and strategic problem solving is valued. We provide support and training to help you become a well-versed Investigations Specialist who can make a big difference to our customers’ financial lives.

8:00am to 5:00pm CST Monday through Friday

As a Fraud and Non-Fraud Investigations Specialist at FNBO, you will be expected to:

• Communicate with customers who have experienced fraud or a billing error on their account while reassuring these vulnerable customers that FNBO has their back
• Determine the validity of disputes and hold customers accountable if necessary
• Conduct an in-depth investigation and attempt to identify a suspect
• Contact law enforcement when necessary and provide important information
• Research and submit Suspicious Activity Referrals when necessary
• Understand chargeback life cycles for Visa and Mastercard
• Review responses from merchants and respond accurately and professionally based on the information that was provided
• Understand Federal Regulation Z and ensure that all work is completed to the standard that is set forth
• Perform basic accounting and ensure that customer’s accounts balance after an investigation is complete
• Assist the Bankcard Recovery department by investigating claims of fraud and billing disputes on accounts in collections
• Effectively manage time to ensure performance is meeting or exceeding production goals

• Supportive and solution-oriented
• A strategic thinker
• Strong written and oral communication skills and comprehension
• A person who believes in a greater mission
• Someone who takes pride in doing good for the community
• Great at managing multiple responsibilities
• Comfortable defusing a potentially stressful situation
• Motivated by a challenge

Required:

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

Desired:

• Credit card dispute and chargeback experience is highly desired
• Familiarity with the credit card or banking industry

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

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.

It is anticipated that the incumbent in this role will work onsite during the initial training period. After training is complete, the incumbent may be able to transition to remote work. You will be fully integrated into our team through robust digital collaboration tools and regular communication. Work location and onsite duration requirements are subject to change based on business needs.

We offer a variety of benefits designed to keep you and your family healthy. In addition to a competitive salary, 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:
Learn more about FNBO benefits here:

For additional information regarding compensation and benefits, e-mail FNBO at  To ensure you receive a response, include the number of this job in the subject line of your message.

Job number: R-

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. 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).

Final date to receive applications:
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.