Business Customer Support Specialist - 1St Line (24/7 Shift)

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.

This role reports into the Customer Operations Shift 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 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 24/7 Shift Team. This will consist of 4 days of work (12 hour shifts, covering earlys and nights) followed by 4 days off. This includes weekend work. You MUST be UK based for the role.

• 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 and Customer Success 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.

Must have:

• Experience of 2nd line B2B Customer Support

Should have:

• Have an interest in the payments, financial services, technology or FX industry
• Perform well under pressure, with outstanding organisation and ability to prioritise
• Excellent phone manner and written skills
• Be an inquisitive, fast learner
• A people person who is adaptable
• Effective and confident communicator dealing with internal and external stakeholders of the business

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.