Client Support Specialist-1

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Responsibilities:

• Provision of telephone, email and portal-based support to Visa Payments Limited’s client base
• Register, investigate and diagnose a variety of payment and service related incidents and requests
• Ensure all incident & request related actions / activities and communications are accurately recorded in the case management system
• Manage all incidents and requests in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments
• Take ownership of incidents/requests and manage through to resolution by working closely with internal stakeholders and Visa Payments Limited’s global network of vendors & partners, escalating more complex queries where appropriate
• Keep our clients regularly informed of the status and progress of open requests in line with SLAs/OLAs and manage expectations accordingly
• Completion of a range of routine operational activities in support of team or client objectives
• Build and maintain strong relationships with colleagues, clients and partners

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• Must have experience providing 1st or 2nd line B2B service/support to Bank, financial institutions or fintech clients and have at least 1 year
• Experienced working within a function that solely or primarily concerned with delivery of payment services/support
• Must have experience investigating and resolving incidents and enquiries
• Demonstrable capability to resolve service issues at 1st line / First contact
• Must have experience using ticket / case management systems to exclusively manage workload / customer enquiries
• Excellent written and verbal communication skills
• Must convey a friendly, yet professional manner
• You are committed to delivering a “best in class” client experience
• You are an analytical and methodical problem solver with a high attention to detail
• You are collaborative and capable of working with closely with others to deliver results
• You can build rapport and develop / sustain effective professional relationships
• You are self-motivated, organised with excellent time management skills
• Ideally, you will have a detailed knowledge of cross-border and/or local ACH payments principles / rules / operating practices / industry norms
• Ideally you have a solid understanding of FX (Foreign Exchange) concepts and processes
• Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.