Client Support Lead – Visa B2B Connect

  • Lehi, UT, USA
  • Full-time

Company Description

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 Lead 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 Lead 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 B2B Connect transactions. This position is located in Lehi, UT.

Specific Responsibilities will include:

  • Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)
  • Proficiency in speaking, reading, and writing English, Spanish and/or Portuguese  
  • 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
  • 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 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

Position Details:

  • Hourly rate of $24.50 with shift differential if applicable along with annual bonus and an annual review of compensation.
  • Paid training - start date TBD . Training schedule is Monday-Friday 8:00am-5:00om MST (subject to change)
  • Shifts start times vary, 7 days a week
  • Extensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period
  • 401k plan with company 2 to 1 match ($2 for every $1 you contribute up to 5% of your base pay for a total of 10%)- always fully vested
  • Generous paid time off (21 days for years 1-5, and increases after that)
  • 11 paid holidays per year
  • Education assistance, adoption assistance, and commuter assistance
  • Rewarding environment with opportunity for career advancement
  • Employee stock purchase program allows employees to purchase Visa stock at a  15% discount


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, Spanish and/or Portuguese  
  • 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 shifting priorities and challenges
  • Must have punctual, regular and consistent attendance
  • Knowledge in API’s and SWIFT message formats, JSON, and XML is a plus

Additional Information

Work Schedule:

  • 8 hour shifts / 5 days per week which includes either a Saturday or Sunday shift and another day off during the week
  • Our customers rely on us to be available to meet their needs every day, including weekends and holidays
  • Direct hire (not contract) 

Physical Requirements:

  • Sit or stand in a comfortable position at a sit/stand desk (as needed) for up to 8-10 hours per day with minimal breaks
  • Work at a computer with lighting above workstation
  • Ability to hear average/normal conversations over the phone
  • Ability exchange accurate information over the phone and in-person
  • Ability to make small movements such as typing, and navigating a computer via a mouse

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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