Sr. Customer Service Rep

Position Overview

Visa is a world leader in payments and technology, connecting the world through innovative, secure, and reliable payment solutions. As a Senior Customer Service Rep at Verifi, Inc., a Visa company, you will support our clients by developing creative solutions to address inquiries about our dispute products and services. This hybrid role offers a collaborative, team-oriented atmosphere with flexible on-call coverage and established office hours (Friday–Tuesday, 8am–5pm).

Key Responsibilities

• Set up, maintain, and deactivate all service configurations for new and existing clients.
• Research, track, and communicate issues identified by internal monitoring alerts related to Verifi services.
• Respond timely and appropriately to inquiries from internal and external clients (merchants, partners, and issuers) to meet department SLAs and client expectations.
• Troubleshoot issues reported by clients and collaborate with business teams to resolve them.
• Create client communications, including standard maintenance notifications and Incident Reports.
• Participate in rotating on-call coverage and perform additional duties as assigned.

Required Qualifications

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

Preferred Qualifications

• 2+ years’ experience in a B2B client or merchant services environment managing service configurations and communicating technical issues.
• 2+ years’ experience in a card-not-present (CNP) environment with a solid understanding of the CNP transaction lifecycle.
• 2+ years’ experience handling on-call escalations outside standard business hours.
• Experience analyzing large datasets to identify trends and potential system or product enhancements.
• Background in researching, tracking, and communicating issues from both external and internal clients.
• Experience troubleshooting issues using monitoring tools such as Grafana or Interna for email alerts.
• Ability to meet department Service Level Agreements (SLA) and work flexibly during weekends, evenings, and holidays.
• Proficiency in MS Office, specifically Excel.
• Experience identifying opportunities for client upsells or contract extensions.
• Experience with Salesforce Classic or Microsoft Dynamics, including case management and reporting.
• Experience reviewing HTML and API logs.

Benefits & Perks

• Compensation: $45,200 to $58,800 USD per year (potential sales incentive payments, bonus, and equity may apply).
• Benefits: Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and a Wellness Program.
• Schedule & Travel: Hybrid role with office hours Friday–Tuesday (8am–5pm), on-call as scheduled, and 5–10% travel requirement.