As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

This will require to be able to work an overnight shift (3rd)

The Client Support Senior Representative will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our VPA product. As a Client Support Senior Representative, you will be working with external clients and banks along with escalating to internal Level II Client Support, Technical Account Managers, Product and Technical teams regarding issue management and support for VPA. This position is located in Miami, FL. 

Specific Responsibilities will include:

• Provide service to clients via phone calls and online support cases
• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams
• Identify file formats and connection errors to determine if sufficient information is provided for issue resolution
• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs
• Assist/train clients to address questions that arise around creating virtual card accounts and pay suppliers
• Investigate payment file status and provide resolution
• Perform all related duties as assigned
• Participate in all required training sessions for compliance (OFAC, AML, etc.)
• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

Basic Qualifications

• Minimum of 6 months of work experience or a bachelor’s degree

Preferred Qualifications:

• 2 or more years of work experience
• Proficiency in speaking, reading, and writing English
• Must be Bi-Lingual (Spanish/Portuguese)
• Strong preference to working 1-2 yrs. in a banking or financial setting
• 2 + years of customer service experience
• Basic knowledge of accounting, balancing, banking, and electronic payment processing
• Customer service skills including call de-escalation techniques and a commitment to quality service
• Ability to work effectively with a team and independently while multi-tasking in a high-volume environment
• Strong research, problem-solving and critical thinking skills 
• Excellent PC skills, proficient in MS Word and MS Excel
• Excellent oral and written communication skills
• Ability to both learn new products/services and apply knowledge
• Maintain confidential customer and bank information
• Thoroughly describe, document, and update ticket status with current ongoing issues within ticketing system (Dynamics)
• Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
• Adapts easily to shifting priorities and challenges
• Must have punctual, regular and consistent attendance
• Knowledge in API’s and SWIFT message formats, MT, JSON, and XML is a plus

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.