Senior Client Care Support (bilingual Spanish/Portuguese)

Company Description

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.

Job Description

The Client Support Senior Representative will be part of our Visa Services Support team within the Visa Client Care organization and will be responsible for supporting financial institutions and partners with our Visa B2B Connect product. Visa Business Solutions, and Visa Digital Support. 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, Compliance, Treasury, Product and Technical teams regarding issue management and support for B2B Connect transactions. This position is located in North America.

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 may come up regarding the funds movement

• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC, etc. to provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

• 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

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications:

• Must have a High School diploma or equivalent or relevant work experience
• Must be bilingual - Speaking both English and/or Spanish or Portuguese

Preferred Qualifications:

• 2 or more years of work experience
• Proficiency in speaking, reading, and writing English
• 1-2 yrs. experience working 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

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 47,900 to 55,000 USD, 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.  

Additional Information

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.