Sr. Specialist, Fraud & Non Fraud Investigations
First National Bank of Omaha is dedicated to supporting its employees and customers. As a Fraud and Non-Fraud Investigations Senior Specialist, you will help customers protect themselves against fraud and assist with billing disputes, conducting thorough investigations and communicating effectively with affected customers.
Responsibilities
- Communicate with customers who have experienced fraud or a billing error on their account while also 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
Skills
- 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 (FileNet, 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 is highly desired
- Familiarity with the credit card or banking industry
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
Company Overview