Specialist, Bank Identified Fraud Intake - $20/HR (Omaha, NE Only)

First National Bank of Omaha•Omaha, NE

4d•Onsite

About The Position

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 Specialist, you can do just that by helping FNBO customers protect themselves against fraud as well as providing excellent customer service. We are looking for someone who will share our excitement about the opportunity to handle inbound fraud phone calls and immerse yourself in the world of fraud. Our mission is to support our customers who have been victims of fraud by obtaining details of the fraud. This environment is fast paced, and each case is different therefore initiative, customer focus and adaptability are all important skills to be successful in this role. This role is critical to meeting the needs of our customers, you will be required to adhere to the schedule provided to ensure proper coverage for our business needs. Regular and predictable attendance is also required. Training will take place onsite for a duration of six (6) weeks at the FNBO Omaha Tower, located at 1601 Dodge Street Omaha, NE 68102. The training schedule is Monday through Friday, from 8:00 a.m. to 5:00 p.m. (6/8/26 to 7/17/26). After successfully completing training, employees will enter a 90 probationary period. During this time, performance goals must be met in order to qualify for remote work eligibility. Upon meeting the required goals, employees may transition to a remote work arrangement. As a Fraud Specialist at FNBO, you will be expected to create fraud case files to continuously meet or exceed department standards of quality and productivity. You will work independently with customers over the phone to answer and/or ask questions regarding their disputed transactions on both Debit and Credit Card accounts. You will follow Association and Federal regulations when entering a case and adhere to department standards for accuracy and productivity. You will meet customer’s needs by recognizing different communication styles and adjusting your communication accordingly. You will demonstrate professional behavior and promote positive working relationships. You will provide information in concise and logical ways. You will be fully engaged in team communication and, on occasion, be willing to provide guidance to team as appropriate. You will adhere to FNBO’s attendance guidelines by having regular and predictable attendance. Understand and comply with the Bank's BSA/AML Program, which includes, but is not limited to the following: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. Complete compliance training and adhere to internal procedures and controls, as required. Report any known violations of compliance policy, laws, or regulation and any suspicious customer and/or account activity. In this 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 to help you become a well-versed Specialist who can make a big difference to our customers’ financial lives.

Requirements

High School diploma and/or equivalent experience.
Previous customer service experience.
Working knowledge of Microsoft Office suite of products.
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Previous experience in a remote working environment
Previous contact/call center experience
Previous banking experience.
Bilingual (English/Spanish) - Potential to earn 10% Language Differential

Responsibilities

Create fraud case files to continuously meet or exceed department standards of quality and productivity.
Work independently with customers over the phone to answer and/or ask questions regarding their disputed transactions on both Debit and Credit Card accounts.
Follow Association and Federal regulations when entering a case and adhere to department standards for accuracy and productivity.
Meet customer’s needs by recognizing different communication styles and adjusting your communication accordingly.
Demonstrate professional behavior and promote positive working relationships.
Provide information in concise and logical ways.
Fully engaged in team communication and, on occasion, be willing to provide guidance to team as appropriate.
Adhere to FNBO’s attendance guidelines by having regular and predictable attendance.
Understand and comply with the Bank's BSA/AML Program, which includes, but is not limited to the following: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
Complete compliance training and adhere to internal procedures and controls, as required.
Report any known violations of compliance policy, laws, or regulation and any suspicious customer and/or account activity.