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