Operations CSR III – Trilingual Dispute Resolution Support

About the role

The Operations CSR III provides end‑to‑end support for credit‑card customers seeking refunds from merchants. This trilingual position handles chargeback submissions, gathers required documentation, and works closely with merchants to ensure accurate processing.

Key responsibilities

• Collect and review transaction data, applying BMO policies to issuer chargebacks.
• Communicate with customers to obtain additional information or documentation.
• Coordinate with internal partners and merchants to resolve disputes efficiently.
• Escalate adverse trends, financial risks, or complex cases to appropriate internal groups.
• Maintain confidentiality of customer and bank information.
• Execute routine service requests, queries, and transactions within SLA guidelines.
• Document call outcomes and ensure accurate processing of customer requests.

Required profile

• Consistently meets or exceeds performance metrics for the past three months.
• Minimum 95% attendance record.
• At least six months tenure with TELUS International and in the current position.
• No active disciplinary actions.
• Flexible schedule and ability to work onsite, remotely, or in a hybrid model.

Required skills