Operations CSR III – Bilingual Dispute Resolution Support

About the role

The Operations CSR III provides bilingual support for credit‑card dispute resolution, handling chargeback processes and ensuring customers receive refunds efficiently. The role blends customer service with detailed transaction analysis, working closely with merchants and internal partners.

Key responsibilities

• Communicate with customers and merchants to gather required documentation for chargebacks.
• Process issuer chargebacks in line with BMO policies and service level agreements.
• Investigate and resolve client inquiries, escalating complex cases when necessary.
• Maintain accurate documentation of all interactions and transactions.
• Collaborate with operations partners to ensure seamless service delivery.
• Identify and flag adverse trends that could lead to financial loss.
• Stay updated on banking industry practices and internal procedures.

Required profile

• Consistently met or exceeded performance metrics for the past three months.
• Minimum 95% attendance record.
• At least six months of employment with TELUS International and six months in the current position.
• No active disciplinary actions.
• Flexibility to work onsite or remotely based on business needs.
• Completed the mandatory Learning Multiverse Fundamentals course.

Required skills

• Basic proficiency in Microsoft Excel (preparing graphics, formatting cells, VLOOKUP).