Company Description

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.

Job Description

This role reports into the Customer Operations Team Lead.

As a member of the Customer Operations Team, you will be responsible for providing day-to-day support and exceptional customer service for our Installed Base of key clients.

Customer Operations provides continuous 24-7 support. Some of the team therefore work on a shift pattern, some work business hours. This role is working as part of the UK business hours team.

• Handle phone queries and support tickets
• Cover complaints and crisis management
• Manage trading tasks - cancellations, splits, drawdowns and rolls
• Troubleshoot technical and operational issues
• Liaise with the Technical team and Operations team to resolve issues
• Escalate serious issues when necessary
• Adjust user configurations
• Build and document processes internally and assist with external communications
• Assist in product development
• Maintain full understanding of our Back Office system, margin, reconciliation, our currency offering, payment limitations, and the FX market
• Share client feedback with the Product Team

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.

Qualifications

Basic Qualifications
Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications
GCSEs (or equivalent) in English and Math preferred
Strong communication, problem-solving, and customer service skills essential
Training will be provided as needed
Have an interest and experience in the payments, financial services, technology or FX industry
Perform well under pressure, with outstanding organizational skills and ability to prioritize
Excellent phone manner and written skills
Be an inquisitive, fast learner
People person who is adaptable

Additional Information

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.