Dispute Consultant

Bank of Montreal; Quebec; Hybrid; CAD 41,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group in Canada seeks a chargeback analyst to service credit card customers by reviewing each case and coordinating with merchants to retrieve funds.

You will verify documentation, request information as needed, and ensure accurate chargeback submissions while meeting SLAs. Bilingual English/French communication is required to support Quebec clients.

Join a team that emphasizes risk-aware decision making, collaboration with partners, and delivering excellent service across channels.

Qualifications

• 2–3 years of relevant experience and a post-secondary degree or equivalent.
• Knowledge of Credit Card products and documentation.
• Knowledge of general ledger processes and procedures.
• Understanding of risk management and compliance at a basic level.
• Proven conflict resolution skills.
• Knowledge of lending products, processes and procedures.
• Strong verbal and written communication skills.
• Good organization and collaboration skills.
• Analytical and problem-solving abilities.
• Bilingual French and English to support Quebec clients.

Responsibilities

• Provide exceptional service to credit card customers by reviewing and analyzing each case to retrieve funds from merchants.
• Collaborate with merchants to ensure accuracy of chargeback submissions.
• Contact customers to request additional information and documentation as required.
• Identify and escalate adverse trends or situations that may result in financial loss or risk.
• Communicate with clients and internal partners to resolve questions and issues in a timely manner.
• Perform routine tasks within SLAs and handle service requests, transactions, and queries.
• Escalate complex or unresolved issues to appropriate internal groups as needed.
• Maintain confidentiality of customer and bank information and document actions taken.
• Adhere to risk management framework and bank policies while delivering service.

Skills

Credit card products knowledge

General ledger processes

Risk management & compliance

Conflict resolution

Lending products knowledge

Verbal & written communication

Organization skills

Collaboration & teamwork

Analytical thinking

Fluent in French and English

Education

Post-secondary degree

Job description

Application Deadline: 12/10/2026 Address: VIRTUAL61 - REMOTE/TELETRAVAIL - QC - BMO

Provides exceptional service to credit card customers by reviewing and analyzing each case with the goal of retrieving funds in question from merchants. 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. Identifies and escalates any adverse trends or situations which may result in financial loss or represent a risk to the organization. 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. Broader work or accountabilities may be assigned as needed. Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

Typically between 2 - 3 years of relevant experience and 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.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.
• You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

Salary: $40 500,00 - $80 000,00 Pay Type: Salaried The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.

• BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.

To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

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 https://jobs.bmo.com/ca/en.

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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes. BMO is a leading bank driven by a single purpose: to Boldly Grow the Good in business and life. Everywhere we do business, we’re focused on building, investing and transforming how we work to drive performance and continue growing the good.

We're proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we'll continue to build, invest and transform to drive performance that serves the good that grows.