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Customer Service Agent in disputes

Job Number
Status: Permanent
Type of Contract
Schedule: Full-Time 
Full Time / Part Time?
Posting date
Location: Montreal, Quebec
Area of Interest: Advisory services, Call centres

As a customer service agent in disputes, you will answer calls from customers wishing to dispute transactions on their account. Your main mission will be to guide our clients through the dispute process, thus playing a key role in preventing fraud and protecting their financial interests.

Your remuneration

The salary starts at $23.75 per hour and we offer a program to reimburse your education.

Your job

  • Respond to calls from customers who want to dispute transactions on their account
  • Support clients with concerns related to disputed transactions.
  • Analyze suspicious transactions and provide detailed assistance in the dispute process.
  • Build a relationship of trust with customers, internal colleagues and partners.
  • Refer clients to your colleagues for specialized needs

Your team

In the area of fraud prevention and detection, you will be part of a dynamic team of 22 colleagues and report to the section director. Our team stands out for its curiosity and involvement in the accomplishment of our mission. It helps to exert a positive influence in people's lives through the process of fraud and disputes.

The Call Center is open from 8 a.m. to 8 p.m. Monday to Friday and you must be available full-time, 37.5 hours per week, during these business hours. Your work schedule will be variable and available three weeks in advance.

Your training and development

Your start consists of a day training course lasting about 4 weeks. Your hands-on training on the lines, supported by expert colleagues, will continue for about 2 weeks.

Our training, based on learning in action, allows you to master your craft. Access to colleagues with different expertise, experience and diverse profiles enriches your development from all points of view.

New horizons are available to you, career path in your role, promotion, evolution in the sector and other scenarios are accessible. There are many career opportunities and we encourage internal mobility.


  • Have a high school diploma
  • Experience in customer service, consulting services
  • Ability to support clients and make decisions


  • Language: English

Reason to require this language: you will need to serve clients who speak a language other than French regularly.


Accountability Agility Client-focused Communication Detail-oriented Digital literacy Diversity & Inclusion Driving Results Emotional Intelligence Empathy Fraud risks analysis Humility Initiative Learning Agility Proposal Generation

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

  • Health and wellness program, including many options
  • Flexible group insurance
  • Generous pension plan
  • Employee Share Ownership Plan
  • Employee and Family Assistance Program
  • Preferential banking services
  • Opportunities to get involved in community initiatives
  • Telemedicine service
  • Virtual sleep clinic
These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. 

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first:

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.   Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. 

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?

Come live your ambitions with us!

Why work at National Bank?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

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For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?

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Discover our culture

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Inclusive Environment
Inclusive Environment

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