The CMS Support Associate 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 cross-border payments. As a CMS Support Associate, 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 Money Movement.

The Associate will be a subject matter expert across the Commercial and Money Movement Solutions landscape and all VCS products and services deployed in the region. This includes B2B payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.  

Specific Responsibilities will include:

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

• Proactively identify and solve complex problems that impact the management, relationship, and direction of the business

• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations 

• 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

• Partner across teams and departments for process improvement initiatives

• 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 ET. 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

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

Basic Qualifications:

Associate: Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

Associate: 2 or more years of work experience

Experience in banking operations and/or settlement and reconciliation process

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

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.