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

Customer Identified Fraud And Disputes Specialist

At FNBO, our employees are the heart of our storyand we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

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.

Training: Training will take place onsite for a duration of six (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)

Schedules: After successfully completing training, Monday 10/19/26 employees will enter a 90 probationary period. During this time, performance goals must be met in order to qualify for remote work eligibility. Upon meeting the required goals, employees may transition to a remote work arrangement.

Schedule Commitment Policy: When you accept a new shift, we ask that you remain on that shift for six (6) months. This helps us maintain consistency for both our team and the individuals we serve.

PERMANENT SCHEDULE BEGINS MONDAY 10/19/26*** Please note that Full-Time set schedule preference selections will be considered in the order in which they are received, and that selecting a shift/schedule does not guarantee you these hours, as offers are not finalized until you have spoken with a FNBO Talent Advisor.

About This Role:

THE SPECIFICS:

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

• 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

This is a fast-paced role that involves managing a high volume of inbound calls. On average, you will be on live calls 95% of your shift. This position is highly phone-intensive, requiring comfort with continuous back-to-back calls throughout your entire shift. Strong multitasking abilities and effective communication skills are crucial for thriving in this demanding high paced environment.

Regulatory/Compliance: 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.

In this 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 to help you become a well-versed Specialist who can make a big difference to our customers' financial lives.

The Ideal Candidate for This Role:

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 solve problems and take ownership of work.
• Proven decision-making and organizational skills.

EXPERIENCE AND BACKGROUND REQUIREMENTS

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

Desired :

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

PERKS AND 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)

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

Work Environment:

It is anticipated that the incumbent in this role will work onsite during the initial training period. After training is complete, the incumbent may be able to transition to remote work, 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. Please note, work location and onsite duration requirement is subject to change based on business needs.

Compensation 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 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

Learn more about FNBO benefits here:

To obtain compensation and benefit information related to this specific role, e-mail FNBO at View email address on click.appcast.io. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20261418

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selvesno matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.