Customer Operations Specialist

Job Description

This 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 tickets
• Cover complaints and crisis management
• Manage trading tasks - cancellations, splits, drawdowns and rolls
• Troubleshoot technical and operational issues
• Liaise with the Technical team and Operations team to resolve issues
• Escalate serious issues when necessary
• Adjust user configurations
• Build and document processes internally and assist with external communications
• Assist in product development
• Maintain full understanding of our Back Office system, margin, reconciliation, our currency offering, payment limitations, and the FX market
• Share client feedback with the Product Team

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• Customer centric mindset. Anticipate and respond to customer needs
• Strong communication, problem-solving, and customer service skills essential
• Utilise a systematic approach to problem-solving and analyse situations thoroughly.
• Have an interest in payments, financial services, technology and FX
• Perform well under pressure, with good organisational skills and ability to prioritise
• Be an inquisitive, fast learner with a collaborative mindset

Additional Information

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.