Sr. Customer Service Rep

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

Verifi, Inc., a Visa company, is currently hiring for a collaborative team-oriented Senior Customer Service Rep to support our clients. In this role, you will be responsible for developing creative solutions by researching and responding to basic and complex inquiries from internal and external clients regarding Verifi business unit’s dispute products and services.

Your responsibilities will include:

• Setting up, maintaining, and deactivating all service configurations for new and existing clients.

• Researching, tracking, and communicating issues identified by internal monitoring alerts related to Verifi services.

• Responding appropriately and timely to inquiries from internal and external clients (merchants, partners and issuers) via chat, email and phone to ensure department SLAs and client expectations are met

• Conducting portal walkthroughs with clients via MS Teams call

• Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified  

• Creating client communications, including but not limited to standard maintenance notifications and Incident Reports

• Rotating on-call coverage

• Additional duties may be assigned as required

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.

Qualifications

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

• 2+ years’ experience in a B2B client or merchant services environment setting up, maintaining and deactivating service configurations, including communicating technical issues between external clients and internal technology teams
• 2+ years’ experience in a CNP (card not present) environment, including understanding of CNP transaction lifecycle
• 2+ years’ experience handling on-call escalations outside standard business hours
• Experience analyzing large amounts of data to identify trending metrics, potential system, or product enhancements, and/or overall product success
• Background researching, tracking, and communicating issues identified by external and internal clients
• Experience troubleshooting issues using monitoring tools, such as Grafana or Interna for email alerts
• Understanding of and ability to meet department Service Level Agreements (SLA)

Preferred Qualifications:

• 2 or more years of work experience
• Flexible to work weekends, evenings, and holidays, along with being on-call, as scheduled
• Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact
• Proficiency in MS Office, specifically Excel
• Experience identifying opportunities for potential client upsells or contract extensions
• Experience with using Salesforce classic, including case management and reporting features
• Experience reviewing HTML and API logs

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, disa