Dispute Consultant

BMO U.S.

Credit card customer service representative providing exceptional service and managing chargeback cases. Analyzing information and resolving client inquiries efficiently according to BMO policies.

Posted 4/7/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 CA$36,600 - CA$67,500 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

health insurance
tuition reimbursement
accident and life insurance
retirement savings plans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

credit card productschargeback processinggeneral ledger processesrisk managementcompliancelending productsdocumentationconflict resolution

Soft Skills

customer servicecommunicationproblem-solvinganalytical skillsinterpersonal skillsorganizational skillsleadership