Specialist, Customer Identified Fraud & Disputes Contact Center - $20 (Omaha)

First National Bank•Omaha, NE

1d•Hybrid

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 Customer Identified Fraud and Disputes Specialist, you can do just that by helping FNBO customers dispute transactions as well as provide excellent customer service. We are looking for someone who will share our excitement about the opportunity to handle inbound dispute phone calls and immerse yourself in the world of customer identified fraud and disputes. Our mission is to support our customers who need to dispute their charges or have been victims of fraud by obtaining details of the fraud or dispute case. 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 need. Regular and predictable attendance is also required.

Requirements

High School diploma and/or equivalent experience.
Previous customer service experience.
Working knowledge of Microsoft Office suite of products.
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.

Responsibilities

Create dispute and customer identified 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.