Senior Customer Service Representative

Summary

Join Visa, a global leader in payments technology, as a Client Support Specialist. This remote, graveyard shift (Friday-Tuesday, 12am-9am) position involves handling inquiries from internal and external clients regarding payment processing and Verifi services. You will be responsible for service configurations, issue tracking, client communication, and problem troubleshooting. The role requires strong communication, problem-solving, and technical skills, including proficiency in Microsoft Office Suite and familiarity with APIs. Occasional on-call responsibilities are expected. Visa offers a comprehensive benefits package including medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.

Requirements

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

Responsibilities

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

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
• 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
• 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

Benefits

• Medical
• Dental
• Vision
• 401 (k)
• FSA/HSA
• Life Insurance
• Paid Time Off
• Wellness Program
• Bonus and equity