Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Payment Investigation Specialist is responsible for ensuring all inbound payment queries are actioned and resolved within a timely manner.  

Responsibilities:  

• Proactively manage, investigate and resolve inbound queries on both incoming and outgoing SWIFT and domestic payments  

• Ensuring all queries and escalations are dealt within internal and external SLA’s  

• Identify & escalate issues with the Customer Success, Relationship Management team and/or Compliance teams to ensure a high level of service is always provided to customers  

• Monitor our SWIFT platform daily for incoming investigation messages  

• Track and Trace payments via our SWIFT GPI platform  

• Ensure core documentation on servicing that we offer is captured and maintained  

• Liaise with Payment Investigations Manager on areas for automation and continuous improvement to streamline queries and requests  

Build and maintain:  

• Strong working relationship with both the Core Operations and Customer Operations Teams  

• In depth SME understanding of how international and domestic payments are processed and serviced  

• Understanding of AML, KYC, Banking Sanctions, FCA and DNB regulations  

• Great banking relationships, holding strong rapport with all providers  

• Maintain adequate knowledge of internal systems/processes and a sound understanding of the payments and FX market 

What Success Looks Like:  

• Being able to resolve cases within resolution SLA specified 

• Resolving cases with a level of quality that limits re-opens and provides exceptional client feedback 

• Owning issues and linking similar cases together 

• Being able to prioritize workload effectively 

• Work well within deadlines and the capacity to multitask with accuracy and 

The Personality Traits: 

• Ability to understand complex problems and identify potential solutions, in a fast-paced environment 

• Excellent communication skills (both written and verbal). 

• Outstanding attention to detail 

• Demonstrate initiative with problem solving 

• Ability to work both independently and as a team 

• Be articulate, numerate, and organised 

• Challenge the status quo and be curious 

• Demonstrate analytical and systematic approach to payments 

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Qualifications

2+ year's experience in Payment investigations, Transactional Operations within a Financial Institution, or Financial Technology company

Self-starter with a demonstrable track record in taking initiatives

Understanding of payments and/or banking space is desirable

A Bachelors degree

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.