Sr. Customer Service Rep

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.

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.

Essential Functions

• 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) to ensure department SLAs and client expectations are met
• 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. Expectation of days in office will be confirmed by your hiring manager.

Office hours could be Friday - Tuesday 8am-5pm

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

Preferred Qualifications:
• 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)
• 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/Microsoft Dynamics, including case management and reporting features
• Experience reviewing HTML and API logs

Work Hours: Could be Friday - Tuesday.

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, 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 45,200.00 to 55,400.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.