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BMO Financial Group Specialist, Credit Card Dispute Resolution in Mississauga, Ontario


2465 Argentia Road

Job Family Group:

Customer Shared Services

Thank you for your interest in BMO Financial Group. We are currently working towards providing a better candidate experience by including all of our job descriptions in both English and French. In the meantime, if this role is located in Quebec and/or New Brunswick please reference the French job description available below the English version. Otherwise please see the job description below in English as per federal language requirements.

Nous vous remercions pour votre intérêt à l'égard de BMO Groupe financier. Nous travaillons actuellement à offrir une meilleure expérience aux candidats en publiant toutes nos descriptions de poste en français et en anglais. Entre-temps, si ce poste est affiché au Québec ou au Nouveau-Brunswick, veuillez consulter la description de poste en français disponible sous la version anglaise. Autrement, veuillez consulter la description de poste ci-dessous en anglais, conformément aux exigences fédérales en matière de langues.

Schedule: The candidates must be available and flexible from Sunday to Saturday, between 8:00 AM and 11:00 PMLocation : Meadowvale Customer Contact CenterMandate The associate, Credit Card Dispute Resolution plays a key role in the initial contact and exploration of customers dispute with a merchant. Effectively handling this unique customer request requires balancing Mastercard World Wide (MCW) rules and regulations while also providing an exceptional customer experience. This means leveraging processing expertise to provide guidance and advice to our customers regarding a very memorable interaction.ROLES AND RESPONSIBILITIES:

  • Responsible for handling of dispute / chargeback inquiries from customers and business partners through multiple channels including inbound calls, web applications and written correspondence.

  • Role will primarily be responsible for the BMO Mastercard portfolio but may involve cross support to Diners customers.

  • Provide a high standard of professional, caring and friendly service while maintaining strict adherence to domestic and ICA regulations.

  • Attention to detail in probing, documenting and loading cases into dispute system.

  • Flexibility required to work all sides of chargeback including processing of 1st cycle and outbound calling for follow up for documentation from customers.

  • Ensure a high level of service so that accounts are retained and the image of the Bank is favourably maintained.

  • Responsible for initiating and completing monetary adjustments, utilizing good judgment.

  • Pro-actively promote Bank products/services. Maintain knowledge of all new/existing BMO & MCW processes

Knowledge :

  • Completed high school education, or equivalent work experience Knowledge of all operational processes and policies

  • Knowledge of Credit Cards products and Services

  • Knowledge of the full credit card dispute resolution cycle

  • Knowledge of competitive market place and trends in product offerings

  • Knowledge and understanding of sales and service technologies

  • Good knowledge of call centre technology, processes and metrics

  • Bilingual French and English

Skills :

  • Communication skills (verbal and written) (In-depth)Proven conflict resolution skills (Working)Probing / Investigative skills (In-depth)Organizational awareness (Basic)

  • Some success working in a similar and/or related sales and service environment (Basic)Some understanding of Risk Management and Compliance (Basic)

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

BMO Financial Group Serving customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.