First American Bank is a family owned, full-service bank with 53 locations in Illinois, Florida, and Wisconsin, and $4 billion in assets. Our mission is simple:  to offer competitive banking products with the personal attention and service customers deserve. First American Bank can offer employees a level of visibility and stability that is difficult to find in many larger corporations. We are looking for people who want a career - not just a job!

First American Bank is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, sex, ethnicity, color, national origin, religion, age, disability, sexual orientation, gender identity, genetic information, veteran status, pregnancy or any other protected groups covered by Federal, state, or local laws.  If you'd like more information about your EEO rights as an applicant under the law, please click here for the EEO is the Law Poster and here for the EEO is the Law Poster Supplement.

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Account Investigation Specialist
Job Code:19-1569-CS-MELROSE
Location:Melrose Park, IL
Job Category:Customer Service
Employment Type:Full Time
Job Description
This hourly (non-exempt) position will be responsible for maintaining service integrity of calls within the customer service queue. This individual will also handle calls that pertain to Card/ACH disputes, fraud, and general account inquiries. In addition, this position will be responsible for identifying and investigating customer related issues to mitigate financial losses to the bank.


Responsible for inbound and outbound calls. Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations.

Explain complicated topics in a clear and concise manner.

Maintain performance standards for service levels and queue.

Process disputes and fraud claim in accordance with First American Bank (FAB) policies and guidelines.

Analyze and identify potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting; escalate cases when applicable to senior specialists and/or management for further investigation.

Conduct follow up research to validate transactions, gather additional details or documentation.

Utilize Reg E guidelines of call structure actively use logic and deductive reasoning during dispute, fraud, and account investigation calls to better understand and diagnose the situation.

Log cases in database detailing actions taken on accounts and conversations with customers.

Participate in self development activities and First American Bank University (FABU) training courses to continually enhance customer service skills and job knowledge.

Completion of all required compliance regulations.

Provide assistance and support to Customer Service Trainees and Card Services Representatives.

Other duties and tasks as assigned.


High school degree or equivalent.

Successful completion of Card Services training within a financial institution preferred.

Minimum of 3 years in banking or banking-related customer service experience.

Call center experience is preferred.

Demonstrated time management skills, professional presentation, organizational skills and timely follow up.

Must have the ability to handle multiple tasks and work well under pressure.

Good understanding of Regulation E and strong ability to use logic and deductive reasoning through information gathering.

Written communication must be clear and concise with minimal errors and revisions. Verbal communication must be professional and effective.

Bilingual Spanish preferred

Must have a thorough understanding/exposure to various computer applications, including, but not limited to: word processing, on-line account systems, and spreadsheets.

Flexibility to travel to attend training at our training center in Addison and branch locations is required.

Individual may also be required to travel to police departments to file reports and village court houses to attend legal proceedings, as well as external industry training and networking events.

Typically a 40 hour work week during normal business hours Monday-Friday (8:00AM to 6:00PM) and Saturday (8:00AM to 1:00PM); flexibility required.

First American Bank is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

First American Bank will not sponsor applicants for work visas.