Sr. Specialist, Non-Fraud Investigations ($22 per Hour)

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.

Summary of the Job:

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 Non-Fraud Investigations Senior Specialist, you can do just that by helping FNBO customers protect themselves against 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 had billing disputes on purchases they have made.

In the 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.

This is scheduled to be a remote training class and is set to begin on 11/30/2026 - 8:00am to 5:00pm CST for 4 weeks. After training is complete, schedule would remain 8:00am to 5:00pm CST Monday-Friday.

About This Role:

As a Non-Fraud Investigations Specialist at FNBO, you will be expected to:

• Communicate with customers who have experienced 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
• 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.

Work Environment:

It is anticipated that the incumbent in this role will work remotely, 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. The incumbent can work remotely from any of the states listed on the job posting, though occasional travel may be required for in-person meetings.

Please note, work location is subject to change based on business needs.