Customer Operations Specialist

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 DescriptionThis role reports into the Customer Operations Team Lead.As a member of the Customer Operations Team, you will be responsible for providing day-to-day support and exceptional customer service for our Installed Base of key clients.Customer Operations provides continuous 24-7 support. Some of the team therefore work on a shift pattern, some work business hours. This role is working as part of the UK business hours team.Handle phone queries and support ticketsCover complaints and crisis managementManage trading tasks - cancellations, splits, drawdowns and rollsTroubleshoot technical and operational issuesLiaise with the Technical team and Operations team to resolve issuesEscalate serious issues when necessaryAdjust user configurationsBuild and document processes internally and assist with external communicationsAssist in product developmentMaintain full understanding of our Back Office system, margin, reconciliation, our currency offering, payment limitations, and the FX marketShare client feedback with the Product TeamThis is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. QualificationsBasic QualificationsMinimum of 6 months of work experience or a Bachelor's DegreePreferred QualificationsGCSEs (or equivalent) in English and Math preferredStrong communication, problem-solving, and customer service skills essentialTraining will be provided as neededHave an interest and experience in the payments, financial services, technology or FX industryPerform well under pressure, with outstanding organizational skills and ability to prioritizeExcellent phone manner and written skillsBe an inquisitive, fast learnerPeople person who is adaptableAdditional InformationVisa 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.