Service Representative III T&O

Conducts investigations to identify, assess, decision and report on activity that indicates an exposure to financial crimes. Ensures potential threats and investigations are evaluated, documented, managed and escalated by following standard operating procedures. Provides subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with criminal risk frameworks and standards to ensure compliance as well as support trending, analysis and insights generation.

Responsible for managing complex dispute resolution activities, with a focus on customer outreach, post-chargeback recovery efforts, and regulatory compliance. Oversees the end-to-end dispute lifecycle, including chargeback processing, recovery opportunities, and adherence to Regulation E (Reg

E), NACHA Operating Rules, and other applicable banking and payment network requirements. Ensures accurate claim handling, risk mitigation, regulatory compliance, and a positive customer experience while collaborating with internal partners to resolve disputes and drive operational excellence.

• Provides input and develops recommendations for process and customer service improvements.
• Stays abreast of financial crimes risk trends, relevant regulations and compliance standards.
• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.
• 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.
• Develops and maintains an understanding of the financial crime management processes, frameworks and techniques.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Analyzes data and information to provide insights and recommendations.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Provides notification, information and instructions to internal/external stakeholders related to incidents as necessary.
• 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.

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of risk and regulatory requirements as they apply to financial crimes is an asset.
• Knowledge of banking products, services, processes, and organization is an asset.
• Specialized knowledge.
• Verbal & written communication skills
  - Good.
• Organization skills
  - Good.
• Collaboration & team skills
  - Good.
• Analytical and problem solving skills
  - Good.

$41,500.00 - $65,500.00

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…