Job Description

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

At FNBO, we believe that a bank should be a force for good in the world. And to us, that means doing right by our customers, our employees and our communities day in and day out. As a Fraud and Non-Fraud Investigations Senior Specialist, you can do just that by helping FNBO customers protect themselves against fraud as well as assisting with billing disputes.

We are looking for someone who will share our excitement about the opportunity to investigate, analyze and immerse yourself in the world of credit card investigations. Our mission is to support our customers who have been victims of fraud as well as those who have had billing disputes on purchases they have made.

In the Fraud and Non-Fraud Investigations Department, we wouldn’t call our jobs easy, but we would call them rewarding. If you are a strategic problem solver who enjoys a challenge with a rewarding payoff, join us. We will provide the support and training needed to help you become a well-versed Investigations Specialist who can make a big difference to our customers’ financial lives.

About This Role:

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 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.

The Ideal Candidate for This Role:

THE IDEAL CANDIDATE FOR THIS ROLE IS…

• 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

EXPERIENCE AND BACKGROUND

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
• 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:

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.

Work Environment:

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, offering you the freedom to contribute to our mission from wherever you work best, without compromising on career growth or connection to our team. Regardless of your location, you'll be fully integrated into our team through robust digital collaboration tools and regular communication. Please note, work location and onsite duration requirement is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, 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: https://www.fnbo.com/careers/benefits/

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20260940

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

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

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click hereto download 'EEO is The Law' GINA Supplement

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)

Application Deadline:

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.