Specialist, Disputes Contact Center - PT or FT - $18/hr - Wayne, NE Only

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!

It is anticipated that an incumbent in this role will work remotely 100% of the time and will share a hoteling workspace if/when working onsite, as determined by business needs. It is required that during the initial training period, the incumbent will work onsite 100% of the time. Work location and on-site duration requirement is subject to change based on business needs.

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 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 handle inbound fraud and dispute phone calls 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 by obtaining details of the fraud or dispute. 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.

About This Role:

 

Beginning on 07/10/2023, you will be required to be onsite at our Wayne, NE Contact Center (1100 East 10th Street Wayne, NE 68787) to complete 5-6 weeks of training (8:00am to 5:00pm Monday through Friday). 100% on-site attendance during training is required.

40 hour Full Time & 20 hour Part Time schedules are available after the initial 5-6 weeks of Full Time training. A remote work option is available after training is completed.

Part Time:

- Required to work (1) 8 hour shift on a weekend day

- Remaining 12 hours during the week based on your availability

Please note that 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's Customer Care Talent Advisor.

Incumbents in this role must reside within a 60-mile radius of the Wayne, NE Contact Center located at 1100 East 10th Street Wayne, NE 68787.

Benefits eligibility for all employees begins the 1st of the month following your start date!

Compensation:
$18.00 Per Hour

Non-Exempt/Hourly

THE SPECIFICS:

In our 24/7 department, as a Fraud and Dispute Specialist at FNBO, you will be expected to:

• 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.
• 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.

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.

A GREAT BIG SMALL BANK

We take pride in the fact that we've been independently owned and operated for 160 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. We are looking for someone who loves to help others, who believes in a greater mission and who takes pride in doing good for the community.

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

EXPERIENCE AND BACKGROUND REQUIREMENTS

Required:

• 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

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 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.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement