Client Care Associate – Money Movement Support

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Money Movement Support Associate 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 cross-border payments. As a Money Movement Support Associate you will be working with external clients and banks along with internal Technical Account Managers, Compliance, Treasury, Product and Technical teams regarding issue management and support for Money Movement.

The Associate will be a subject matter expert across the Commercial and Money Movement Solutions landscape and all VBS products and services deployed in the region. This includes B2B payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.  

Specific Responsibilities will include:

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)
• Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations 
• 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 (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) 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
• Partner across teams and departments for process improvement initiatives
• 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-ET. 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 and special projects 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 an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Qualifications

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

• 2 or more years of work experience
• Experience in banking operations and/or settlement and reconciliation process
• Associate or Bachelor’s degree preferred
• Must be bi-lingual in English and Spanish
• 1-4 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 shiftin