Schedule: Must be flexible to work 7 days a week between the hours of 7 AM and 11 pm. Regular full time schedule will be provided upon trickle bid selection

Mandate:
The Virtual Fraud Specialist, Customer Contact Centre is accountable to take inbound calls from Customers related to fraud.

Provides exceptional service to credit card customers by reviewing and analyzing each case with the goal of preventing fraud. The chosen candidate will also be responsible for analyzing and confirming fraud related transactions across multiple channels, for multiple products, using numerous and diverse automated systems and approved documented processes and protocols to reach a decision to acquit, confirm or refer to other Fraud groups for further investigation.

• High volume inbound contact center role
• 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.
• 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.
• Provides input and develops recommendations for process and customer service improvements.
• Stays abreast of financial crimes risk trends, relevant regulations and compliance standards.
• Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.
• Documents actions and information found throughout the investigation to develop and maintain account/case files.

Qualifications:

• Typically, between 2-3 years of relevant experience and a post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of Retail and/or Corporate credit card and TSYS experience is an asset
• Knowledge of Retail and/or Commercial Everyday Banking is an asset
• Knowledge of risk and regulatory requirements as they apply to financial crimes is an asset.
• Great Customer conversation skills and de-escalation abilities

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 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.