Service Representative III T&O

Bank of Montreal • Jacksonville, FL

9d • Onsite

About The Position

Conducts investigations to identify, assess, decide on, and report activity that indicates exposure to financial crimes. Ensures potential threats and investigations are evaluated, documented, managed, and escalated in accordance with standard operating procedures. Provides subject matter expertise and oversight of criminal risk through disciplined, intelligence-based detection and research, aligned with criminal risk frameworks and standards to support compliance, trend analysis, and insight generation.

Manages complex dispute-resolution activities, including customer outreach, post-chargeback recovery, and regulatory compliance. Oversees the end-to-end dispute lifecycle, including chargeback processing, recovery opportunities, and adherence to Regulation 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 is part of BMO Financial Group’s Customer Shared Services family.

Requirements

• Typically 2–3 years of relevant experience.
• Post-secondary degree in a related field of study, or an equivalent combination of education and experience.
• Good verbal and written communication skills.
• Good organizational skills.
• Good collaboration and teamwork skills.
• Good analytical and problem-solving skills.
• Ability to complete complex tasks and handle escalations within applicable rules and limits.

Nice To Haves

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

Responsibilities

• Provides input and develops recommendations for process and customer service improvements.
• Stays informed about financial-crime 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 evidence and information collection 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 for regular and ad hoc reports and dashboards.
• Analyzes data and information to provide insights and recommendations.
• Executes routine service requests, transactions, queries, and related tasks within applicable service-level agreements.
• Provides incident-related notifications, information, and instructions to internal and external stakeholders as necessary.
• Completes complex and diverse tasks within established rules and limits, including handling escalations from other employees.
• Analyzes issues and determines next steps.
• Manages complex dispute-resolution activities, including customer outreach and post-chargeback recovery efforts.
• Oversees the dispute lifecycle, including chargeback processing, recovery opportunities, and compliance with Regulation E, NACHA Operating Rules, and applicable banking and payment-network requirements.
• Collaborates with internal partners to resolve disputes and support operational excellence.
• Applies the Risk Management Framework and approved Risk Appetite, making sound, risk-informed decisions that protect the bank’s assets and comply with applicable policies, laws, and regulations.
• Undertakes other work or accountabilities as assigned.

Benefits

• Health insurance
• Tuition reimbursement
• Accident insurance
• Life insurance
• Retirement savings plans
• Potential performance-based incentives, discretionary bonuses, and other perks and rewards

What This Job Offers

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