Sr. Specialist, Fraud & Non Fraud Investigations

About the position

As a Sr. Specialist in Fraud & Non-Fraud Investigations at FNBO, you will play a crucial role in protecting customers from fraud and managing billing disputes. This position involves conducting thorough investigations, communicating with affected customers, and collaborating with law enforcement when necessary. The role is designed for individuals who are strategic problem solvers and are passionate about making a positive impact on customers' financial lives.

Responsibilities

• Communicate with customers who have experienced fraud or a billing dispute, or might be at risk.
• Reassure vulnerable customers that FNBO has their back against fraud or a dispute.
• Determine the validity of fraudulent claims and hold cardholders accountable if needed.
• 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.
• Understand chargeback life cycles for Visa and Mastercard.
• Input complete case information in conjunction with Federal Regulation Z.
• Perform balance monitoring.
• Assist the Bankcard Recovery department by investigating claims of fraud on accounts in collections.

Requirements

• Minimum 2 years previous Chargeback experience in Fraud and/or Non-Fraud Investigations is 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 (FileNet, TBS, CRT, etc.).
• A minimum of nine months of customer service experience.

Nice-to-haves

• Supportive and solution-oriented.
• A strategic thinker.
• 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.

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