Sr. Customer Service Rep

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Responsible for researching and responding to basic to moderate complexity inquiries from internal and external clients regarding payment processing, Verify systems and services.

Shift: Graveyard (12am - 9am)

Scheduled Days: Friday - Tuesday

Essential Functions

• Responsible for set up, deactivation, maintenance and handling of all service configurations (new and existing clients).
• Researches, tracks and communicates issues identified by monitoring internal alerts related to Verifi services such as transaction declines, intelligence suite processing and other connectivity issues.  
• Responds appropriately and timely to inquiries from internal and external clients (merchants, partners and payment processors) in order to ensure department SLAs and client expectations are met.
• Monitor for imports and service outages via observability platform
• Accurately & assign Client Support Queue
• Escalates issues to the Manager of Client Support or Senior Client Support Specialist as required.
• Troubleshoots problems identified by external or internal clients and collaborates with various business teams to address and resolved issues identified.  
• Creates client communications including but not limited to standard maintenance notifications and Incident Reports and obtains approval as required
• Responsible for occasional on-call responsibilities.
• Additional duties may be assigned as required.

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Basic Qualifications

• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications

• 2 or more years of work experience
• 2-5 years of experience in the fintech, B2B, or digital solutions suite industry.
• Experience in customer service or client support roles, specifically handling payment processing and service configurations.
• Experience conducting welcome calls and client onboarding

Technical Skills

• Proficiency in Microsoft Excel, including formulas and pivot tables, as well as the full MS Office Suite (Word, PowerPoint).
• Familiarity with API integrations and implementation processes.
• Experience with observability platforms and monitoring tools is a plus.

Soft Skills:

• Excellent written, oral, and interpersonal communication skills.
• Strong problem-solving and analytical abilities.
• Effective time and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proven ability to de-escalate challenging situations and maintain a calm and professional demeanor while addressing client concerns.
• Ability to work collaboratively in a team setting, as well as independently when required.
• Strong customer orientation with a focus on providing a positive client onboarding experience.

Physical

• Availability to work the graveyard shift (12am - 9am) from Friday to Tuesday.
• Willingness to take on occasional on-call responsibilities.
• Ability to escalate issues appropriately and follow through on client inquiries to ensure SLAs and client expectations are met.
• Must have a stable internet connection and a suitable remote work environment to perform duties effectively.
• Ability to work at a desk for extended periods, typically 8 hours per shift.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 49,700 to 59,300 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.