About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
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 team members therefore work on a shift pattern, some work business hours. This role works 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
Basic Qualifications
- Minimum 6 months of work experience or a Bachelor’s Degree
Preferred Qualifications
- GCSEs (or equivalent) in English and Math
- Strong communication, problem‑solving, and customer service skills
- Training will be provided as needed
- Interest and experience in the payments, financial services, technology or FX industry
- Perform well under pressure, with outstanding organizational skills and ability to prioritize
- Excellent phone manner and written skills
- Inquisitive, fast learner
- People person who is adaptable
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.
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