[Hiring] Specialist, Customer Identified Fraud & Disputes Contact Center @First National Bank

Role Description

At FNBO, we believe that a bank should be a force for good in the world. As a Customer Identified Fraud and Disputes Specialist, you will help FNBO customers dispute transactions and provide excellent customer service.

• Handle inbound dispute phone calls.
• Support customers who need to dispute charges or have been victims of fraud.
• Adhere to the schedule provided for proper coverage.
• Regular and predictable attendance is required.

Training will take place onsite for a duration of five (5) weeks at the First National Tower, located downtown. The training schedule is Monday through Friday, from 8:00 a.m. to 5:00 p.m. (09/14/26 to 10/19/26).

• After training, employees will enter a 90-day probationary period.
• Performance goals must be met for remote work eligibility.
• Permanent schedule begins Monday 10/19/26.

As a Customer Identified Fraud and Dispute Specialist (CIDI), you will be expected to:

• Create dispute and fraud case files to meet department standards.
• Work independently with customers over the phone.
• Follow regulations when entering a case.
• Adjust communication styles to meet customer needs.
• Demonstrate professional behavior and promote positive relationships.
• Provide information in concise and logical ways.
• Engage in team communication and provide guidance as needed.
• Adhere to FNBO’s attendance guidelines.

This is a fast-paced role involving a high volume of inbound calls, requiring strong multitasking abilities and effective communication skills.

Qualifications

• Focus on attention to detail and accuracy.
• Ability to multi-task while using dual monitors and multiple systems.
• Excellent oral and written communication, typing, and reading comprehension skills.
• Team-oriented, yet able to work independently in a fast-paced environment.
• Ability to solve problems and take ownership of work.
• Proven decision-making and organizational skills.

Requirements

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

• Previous experience in a remote working environment (desired).
• Previous contact/call center experience (desired).
• Previous banking experience (desired).

Benefits

• Competitive pay and benefits.
• Remote work opportunities.
• A supportive environment with ongoing support and training.
• Benefits eligibility for all employees begins the 1st of the month following your start date (10/01/26).
• Medical, Dental, Vision Insurance.
• 401k, With Matching Contributions.
• Time Off Programs.
• Health Savings Account (HSA)/Dependent Care.
• Employee Banking.
• Growth Opportunities.
• Tuition Assistance.
• Short-Term/Long-Term Disability Insurance.

Company Description

FNBO believes that the quality of our employee experience is at the heart of our customer experience. We are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered.