Sr. Specialist, Fraud & Non Fraud Investigations

First National Bank•Colorado Springs, MO

3d•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 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

Requirements

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
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Credit card dispute and chargeback experience is highly desired
Familiarity with the credit card or banking industry

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.