[Hiring] Dispute Consultant @BMO

Role Description

Provides exceptional service to credit card customers by reviewing and analyzing each case with the goal of retrieving funds in question from merchants. Works with merchants to ensure the accuracy of each chargeback submission. Contacts customers to request additional information and/or documentation as required. Identifies and escalates any adverse trends or situations which may result in financial loss or represent a risk to the organization.

• Sends out client communications, transaction processes, and interfaces operations partners to ensure customer needs are met.
• Ensures delivery of exemplary service by investigating and resolving client/customer questions and issues in a timely, efficient and effective manner.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Proactively address and resolve issues and concerns presented by internal partners.
• Leads/participates in the design, implementation and management of core business/group processes.
• Processes issuer chargebacks, adhering to BMO policies and procedures.
• Handles customer inquiries in an informed, professional, and efficient manner.
• Probes as needed to understand customer needs and provides advice as required.
• Manages transactional outcomes of customer calls or defers to appropriate internal business groups.
• Escalates complex or unresolved customer situations to internal groups as required.
• Performs any required documentation after completed calls to ensure customer’s requests are accurately processed.
• Maintains the confidentiality of customer and Bank information.
• Keeps up to date with banking industries practices and trends.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

• Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Knowledge of Credit Card products and documentation.
• Knowledge of general ledger processes and procedures.
• Understanding of risk management & compliance – Basic.
• Proven conflict resolution skills – Working.
• Knowledge of lending products, processes, and procedures – In-depth.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.
• You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

Requirements

• Salary: $40,500.00 - $80,000.00
• Pay Type: Salaried

Benefits

• Performance-based incentives
• Discretionary bonuses
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans