Specialist, Fraud Recovery

Address:
55 Bloor Street West
Job Family Group:
Customer Shared Services
The Financial Crimes Unit (FCU) brings together our Cybersecurity, Fraud, Physical Security and Resilience Planning capabilities to address the ever-growing and increasingly complex global security environment. It is a highly collaborative effort that greatly enhances BMO’s ability to rapidly prevent, detect, respond to, and recover from all security &
crisis threats. This position offers a unique experience to learn from experienced leaders in the industry, join a team building the 21st century model for security and helping grow the good by protecting our customers and communities.
- **Customer service experience **- **Required**:
- Chargeback and recovery experience - Preferred
- Fraud experience - Preferred
- Bilingual - French and English - an asset
Provides exceptional service to credit card customers by reviewing and analyzing each fraud claim with the goal of recovering 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 fraud 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 fraud 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.
**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.
**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.