Service Representative III T&O

BMO • Brookfield, WI

10d • $41,500 - $65,500 • Onsite

About The Position

Conducts investigations to identify, assess, make decisions on, and report activity that indicates exposure to financial crimes. Evaluates, documents, manages, and escalates potential threats and investigations according to standard operating procedures. Provides subject matter expertise and oversight of criminal risk through disciplined, intelligence-based detection and research, in alignment with criminal risk frameworks and standards. Supports compliance, trend monitoring, analysis, and insight generation.

Manages complex dispute resolution activities, focusing on customer outreach, post-chargeback recovery, and regulatory compliance. Oversees the end-to-end dispute lifecycle, including chargeback processing, recovery opportunities, and compliance with 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 improve operations.

The successful candidate may be based in either the Jacksonville, Florida, or Brookfield, Wisconsin office. The role typically requires 2–3 years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.

Requirements

• Typically 2–3 years of relevant experience and a post-secondary degree in a related field of study, or an equivalent combination of education and experience.
• Specialized knowledge.
• Good verbal and written communication skills.
• Good organizational skills.
• Good collaboration and teamwork skills.
• Good analytical and problem-solving skills.

Nice To Haves

• Knowledge of risk and regulatory requirements as they apply to financial crimes.
• Knowledge of banking products, services, processes, and organization.

Responsibilities

• 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 information from detection systems, tools, reports, or manual sources to evaluate and investigate activity and determine required actions.
• Supports the collection of evidence and information for incident reports or filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.
• Documents investigation actions and findings to develop and maintain account and case files.
• Develops and maintains an understanding of 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, and queries within applicable service level agreements.
• Provides notifications, information, and instructions to internal and external stakeholders about incidents as necessary.
• Completes complex and diverse tasks within established rules and limits, which may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Manages complex dispute resolution and customer outreach, including post-chargeback recovery efforts.
• Oversees the dispute lifecycle, including chargeback processing, recovery opportunities, claim handling, and compliance with applicable rules and regulations.
• Collaborates with internal partners to resolve disputes and support operational excellence.
• Applies the Risk Management Framework and makes sound, risk-informed decisions in line with the bank's Risk Culture, approved Risk Appetite, business strategy, policies, laws, and regulations.
• Undertakes broader work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• May include performance-based incentives, discretionary bonuses, and other perks and rewards, depending on the position's pay type

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree