First National Bank of Omaha
Specialist, Fraud & Disputes Contact Center (Afternoon/Evening Shifts)
First National Bank of Omaha, Omaha, Nebraska, us, 68197
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.Our Modern, Flexible Workplace:We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!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 Fraud and Disputes Sr. Specialist, you can do just that by helping FNBO customers protect themselves against fraud and dispute transactions as well as provide excellent customer service.We are looking for someone who will share our excitement about the opportunity to investigate, analyze and immerse yourself in the world of fraud and disputes. Our mission is to support our customers who need to dispute their charges or have been victims of fraud while working to proactively identify risk factors to stop suspicious activity before it does damage.This role is critical to meeting the needs of our customers, and 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.About This Role:DAY 1 ONLY - Monday 10/7/24 (9:00am to 5:00pm CST)***REQUIRED TO BE ONSITE @ OMAHA FNBO TOWER (1601 Dodge Street Omaha, NE 68102)***- Onsite I-9 Appointment/Orientation- Will receive equipment to take homeTRAINING SCHEDULE - AT HOME REMOTE : - 8:00am to 5:00pm CST (5 Weeks)- Remote training begins Tuesday 10/8/24 and runs through 11/8/24PERMANENT SET SCHEDULE BEGINS MONDAY 11/11/24 - AT HOME REMOTE (Options Below)- Afternoon/Evening Schedules OnlyAVAILABLE SCHEDULES:10:00AM - 7:00PM Tue, Wed, Thu, Fri, Sat11:00AM - 8:00PM Mon, Tue, Wed, Thu, Fri2:00PM - 11:00PM Mon, Tue, Wed, Thu, Sun (Shift Differential Eligible)3:00PM - 12:00AM Tue, Wed, Thu, Fri, Sat (Shift Differential Eligible)4:00PM - 1:00AM Mon, Tue, Wed, Thu, Sun (Shift Differential Eligible)6:00PM - 3:00AM Tue, Wed, Thu, Fri, Sat (Shift Differential Eligible)*** 10% shift differential for any shift that starts at 1:00pm or later (your local time zone) (Please note schedules listed are in CST)***Benefits eligibility for all employees begins the 1st of the month following your start date!Compensation:
$18.00 Per Hour+ 10% shift differential for any shift that starts at 1:00pm or later (your local time zone) (Please note schedules listed are in CST)THE SPECIFICSIn our 24/7 department, as a Fraud and Dispute Specialist at FNBO, you will be expected to:Use critical thinking and logic to distinguish between legitimate and potentially fraudulent transactions.Make outbound contact with customers.Create fraud and dispute 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.Meet customer's needs by recognizing different communication styles and adjusting your communication accordingly.Ensure proper verification practices are followed to validate caller identity.Demonstrate professional behavior and promote positive working relationships.Provide information in concise and logical ways.Fully engage in team communication and, on occasion, be willing to provide guidance to the team as appropriate.Adhere to FNBO's attendance guidelines by having regular and predictable attendance.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 Sr. Specialist who can make a big difference to our customers' financial lives.The Ideal Candidate for This Role:A GREAT BIG SMALL BANKWe take pride in the fact that we've been independently owned and operated for 166 years, which means we have zero outside influence on the decisions we make. Whether you're starting a new career or finding a new trajectory, we believe you'll find your fit here. FNBO is a place that can help you learn, grow, and achieve your goals while maintaining work-life balance.THE IDEAL CANDIDATE FOR THIS ROLE IS ...Focus on attention to detail and accuracy.Ability to multi-task while using dual monitors and multiple systems to gather information.Excellent oral and written communication, typing, and reading comprehension skills.Team-oriented, yet able to work independently in a diverse fast-paced, deadline-driven environment.Ability to problem solve, make decisions and take ownership of work.Critical thinking skills with the ability to analyze data and trends.EXPERIENCE AND BACKGROUND REQUIREMENTSRequired:High School diploma or GEDWorking knowledge of Microsoft Office suite of products12 months of direct customer service experienceDesired:Call center experiencePrevious experience in a remote working environmentPrevious experience in fraud operationsPERKS AND BENEFITSCompetitive pay and benefitsRemote work opportunitiesA supportive environment with ongoing support and trainingCompensation and 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 Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn more about FNBO benefits here:
https://www.fnbo.com/careers/benefits/ .Equity, Diversity, & Inclusion:FNBO is committed to belonging, inclusion, diversity, and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has the opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.See the full
FNBO Equity, Diversity, & Inclusion Statement
here.All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.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 the volume of applicants.
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$18.00 Per Hour+ 10% shift differential for any shift that starts at 1:00pm or later (your local time zone) (Please note schedules listed are in CST)THE SPECIFICSIn our 24/7 department, as a Fraud and Dispute Specialist at FNBO, you will be expected to:Use critical thinking and logic to distinguish between legitimate and potentially fraudulent transactions.Make outbound contact with customers.Create fraud and dispute 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.Meet customer's needs by recognizing different communication styles and adjusting your communication accordingly.Ensure proper verification practices are followed to validate caller identity.Demonstrate professional behavior and promote positive working relationships.Provide information in concise and logical ways.Fully engage in team communication and, on occasion, be willing to provide guidance to the team as appropriate.Adhere to FNBO's attendance guidelines by having regular and predictable attendance.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 Sr. Specialist who can make a big difference to our customers' financial lives.The Ideal Candidate for This Role:A GREAT BIG SMALL BANKWe take pride in the fact that we've been independently owned and operated for 166 years, which means we have zero outside influence on the decisions we make. Whether you're starting a new career or finding a new trajectory, we believe you'll find your fit here. FNBO is a place that can help you learn, grow, and achieve your goals while maintaining work-life balance.THE IDEAL CANDIDATE FOR THIS ROLE IS ...Focus on attention to detail and accuracy.Ability to multi-task while using dual monitors and multiple systems to gather information.Excellent oral and written communication, typing, and reading comprehension skills.Team-oriented, yet able to work independently in a diverse fast-paced, deadline-driven environment.Ability to problem solve, make decisions and take ownership of work.Critical thinking skills with the ability to analyze data and trends.EXPERIENCE AND BACKGROUND REQUIREMENTSRequired:High School diploma or GEDWorking knowledge of Microsoft Office suite of products12 months of direct customer service experienceDesired:Call center experiencePrevious experience in a remote working environmentPrevious experience in fraud operationsPERKS AND BENEFITSCompetitive pay and benefitsRemote work opportunitiesA supportive environment with ongoing support and trainingCompensation and 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 Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn more about FNBO benefits here:
https://www.fnbo.com/careers/benefits/ .Equity, Diversity, & Inclusion:FNBO is committed to belonging, inclusion, diversity, and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has the opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.See the full
FNBO Equity, Diversity, & Inclusion Statement
here.All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.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 the volume of applicants.
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