client Support- senior representativeVisa

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
The Client Support Senior Representative 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 our Visa B2B Connect product. 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 Pasay, Philippines.
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
Qualifications
Basic Qualifications:
· Minimum of 6 months of work experience or a Bachelor's Degree
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
Additional Information
WHAT YOU GET FOR WORKING AT VISA:
Fun, rewarding work environment with on-site cafeteria, unlimited beverages and game room.
Healthcare benefit on Day 1
Education Assistance Program, Fitness/Health Club Subsidy and Outpatient Entitlement (Prescribed medication).
Visa

Pasay City, Metro Manila
Permanent
Full-time