Sr. Customer Service Rep

Sr. Customer Service Rep

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.

Location - Los Angeles, CA

Basic Qualifications :

Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications :

2 or more years of work experience

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 : Varies upon the needs of the department.

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 49,700.00 to 59,800.00 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.