Dispute Consultant
BMO U.S.
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Salary
💰 CA$36,600 - CA$67,500 per year
About the role
- Provides exceptional service to credit card customers by reviewing and analyzing each case
- 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 inquires 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
Requirements
- Typically between 2 – 3 years of relevant experience
- 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
Benefits
- health insurance
- tuition reimbursement
- accident and life insurance
- retirement savings plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
credit card productschargeback processinggeneral ledger processesrisk managementcompliancelending productsdocumentationconflict resolution
Soft Skills
customer servicecommunicationproblem-solvinganalytical skillsinterpersonal skillsorganizational skillsleadership