Dispute Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver outstanding service to credit card clients by assessing and analyzing cases to recover disputed funds from merchants.

• Collaborate with merchants to guarantee the accuracy of chargeback submissions.

• Reach out to customers for further information or documentation as needed.

• Identify and elevate adverse trends, financial loss scenarios, and organizational risks.

• Manage client communications and transaction processes, and collaborate with operations partners.

• Investigate and resolve client/customer inquiries and concerns in an efficient manner.

• Execute service requests, transactions, and queries in accordance with service-level agreements.

• Address and tackle issues raised by internal partners effectively.

• Lead or contribute to the design, execution, and management of essential business/group processes.

• Process issuer chargebacks in line with BMO policies and procedures.

• Professionally and efficiently handle customer inquiries.

• Probe to understand customer needs and offer appropriate advice.

• Manage transactional outcomes of customer calls or refer matters to the relevant internal groups.

• Escalate complicated or unresolved customer issues as necessary.

• Document completed calls and accurately process customer requests.

• Ensure confidentiality of customer and bank information.

• Stay updated on banking industry practices and trends.

• Manage complex and varied tasks, including escalations from other employees.

• Analyze issues and determine subsequent steps.

• Apply BMO’s Risk Management Framework to make risk-informed decisions consistent with business strategy, policies, laws, and regulations.

⛳️ Requirements

• Generally 2–3 years of relevant experience.

• A post-secondary degree in a related field of study is preferred, or an equivalent combination of education and experience.

• Familiarity with credit card products and associated documentation.

• Understanding of general ledger processes and procedures.

• Basic knowledge of risk management and compliance principles.

• Effective conflict resolution skills.

• Extensive knowledge of lending products, processes, and procedures.

• Specialized knowledge in relevant areas.

• Strong verbal and written communication skills.

• Good organizational abilities.

• Effective collaboration and teamwork skills.

• Strong analytical and problem-solving capabilities.

• Proficient in both French and English.

• Ability to support clients and team members both inside and outside Quebec.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for network-building.

• Tools and resources to achieve new milestones.

• An inclusive, equitable, and accessible workplace.

• Accommodations available upon request during the selection process.