Basic Information

Ref Number


Primary Location

Cork-Campus One



Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

Hours of operation: 9am- 5.30pm Monday-Friday (subject to change)

Location: office in Cork

As part of this role you will:

  • Provide customer-centric support to user enquiries around account level issues on an ongoing basis using client’s CRM systems.
  • Thoroughly analyze investigative and intelligence information pertaining to customer identification, business operations, know your customer ("KYC") information, and transaction history.
  • Conduct objective, fair, thorough, unbiased, and timely investigations into account issues.
  • Review and gather evidence to support the decisions and actions you take.
  • Construct empathic responses to users facing issues with their accounts.
  • Identify, escalate and help drive solutions for new issues, trends and potential bugs.
  • Identify areas to improve overall processes to enhance user experience and promote user safety.


  • Fluency in English
  • Passionate about providing high quality customer support
  • Excellent verbal and written communication proficiency, able to defend decisions and provide context in thought process
  • Detail-oriented and meticulous: you notice when information from multiple sources doesn’t match up
  • Curious and persistent: you enjoy solving puzzles and finding the root cause of a problem
  • Empathetic and customer focused
  • Strong organizational and time management skills to deal with shifting priorities and volumes of work
  • Experience providing support for user account level issues is an advantage
  • Good computer skills

What’s in it for you:

Are you still thinking about it? Stable job,  great rewards for referring your friends, multilingual exposure, multiple bonuses, Community projects and way more!

We also care about your wellbeing! From day 1 you get free access to benefits like On-Site Doctor, Occupational Health Advisor, affordable GP scheme or Vision Eye Test.

Do you want private medical insurance coverage? We work with VHI to provide contributions towards your chosen medical insurance plan (tenure based).

Transport: Do you have a car? Car park. Would you prefer cycling? Bike to Work tax relief. Are you more likely to get the bus? Taxsaver Leap Cards.

In the office, you’ll enjoy our inspiring, fun and innovative space with ‘relax’ and ‘play’ areas, organic garden, gym, subsidised canteen and coffee stations.

Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long.

What happens next?

Apply now and if you're successful with your initial application, our Recruitment department will be in touch within 7 days.

You are not fully sure your profile matches all the requirements? Don’t hesitate to apply anyway! We wouldn’t like to miss the opportunity of meeting a great candidate.

Additional Job Description

This is a great opportunity to join our team, supporting our client - the leading payment processing platform. As a Verification Specialist you will provide high-quality customer support to users around the world and as part of the role you will handle some cases associated with Know Your Customer (KYC) policies and procedures.

Language Reference

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.