Dispute Consultant

Role Overview

• 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