Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
What’s it all about?
As a Client Support Specialist, you will be delivering “best in class” first line support to our client base of Financial institutions, Money Transfer Organisations and Corporates who use Visa Payments Limited services to send money throughout the globe. Based in the Philippines, your primary responsibility will be to provide support to our existing and upcoming clients in the Americas, while providing an “out of business hours” support to our clients based in the APAC and Europe as part of our global support function stationed in London, New York and Manila.
The Client Support team sits within the Payment and Service Operations department and is responsible for the first line support of Visa Payments Limited client enquiries.
What we expect of you, day to day.
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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
What we’re after…
- 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.
- Demonstratable 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 (English) 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 understand of FX (Foreign Exchange) concepts and processes
- Ideally you have previous exposure to SWIFT messaging standards and understand the core message types and usages
- Ability to support Visa Clients during US business hours as needed
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.
