What are the responsibilities and job description for the Sr. Customer Service Rep position at Visa?
Responsible for researching and responding to basic to moderate complexity inquiries from internal and external clients regarding payment processing, Verify systems and services.
Shift: Graveyard (12am - 9am)
Scheduled Days: Friday - Tuesday
Essential Functions
- Responsible for set up, deactivation, maintenance and handling of all service configurations (new and existing clients).
- Researches, tracks and communicates issues identified by monitoring internal alerts related to Verifi services such as transaction declines, intelligence suite processing and other connectivity issues.
- Responds appropriately and timely to inquiries from internal and external clients (merchants, partners and payment processors) in order to ensure department SLAs and client expectations are met.
- Monitor for imports and service outages via observability platform
- Accurately & assign Client Support Queue
- Escalates issues to the Manager of Client Support or Senior Client Support Specialist as required.
- Troubleshoots problems identified by external or internal clients and collaborates with various business teams to address and resolved issues identified.
- Creates client communications including but not limited to standard maintenance notifications and Incident Reports and obtains approval as required
- Responsible for occasional on-call responsibilities.
- Additional duties may be assigned as required.
This 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.