Client Support Specialist (Payments - FX/Swift)

As part of the Payment and Service Operations function, the role is a client-facing support role. You will be expected to deliver best in class support to our client base by owning and managing client enquiries through to resolution.

• Provide excellent support to VPL’s growing client base (banking and corporates)
• Analyse, diagnose, investigate and resolve a variety of payment and service-related incidents and requests by working closely with other internal functions and partner banks
• Manage escalations from Strategic and Platinum Clients through to resolution, by analysing details and engaging the relevant business stakeholders
• Manage escalations of complex cases from colleagues, and provide any required training to bridge knowledge gaps
• Perform proactive analysis of Strategic and Platinum Client transactions and enquiries with a view to identifying service improvements
• Manage all incidents and requests in accordance with VPL’s policies, procedures, and contractual commitments
• Work proactively with clients and other internal functions to optimise the way they utilise VPL’s products and services, reduce exceptions or issues and prevent issues from reoccurring
• Provide feedback internally on how VPL’s service can be improved to reduce issues and exceptions or to improve the client experience
• Maintain constant communication with clients and keep the regularly informed of the status of outstanding case, in line with SLAs
• Communicate proactively wherever possible and ensure all written or verbal communication is of the highest standards and accurately recording in the case management system
• Build and maintain strong relationships with colleagues, clients, and partners
• Act as a delegate for the Client Support Manager
• Take part in various projects to make improvements and drive operational efficiency

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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 supporting banking clients within a FinTech or Technology environment
•Experience in a client facing B2B service/support role
•Understanding of or exposure to cross-border, local ACH and SWIFT payments
•Understanding of or exposure to FX (foreign exchange)
•A good understanding of technology and comfortable analysing technical issues to resolve
•Root cause analysis off issues and problems to identify permanent solutions
•Able to motivate and get the best out of others
•Use of case management systems
•An analytical, problem-solving mindset
•Collaborative and capable of working with others to deliver results
•Highly focussed, client-centric, and highly motivated, with good attention to detail
•Excellent organisational skills and time management
•An effective communicator written and verbal)
•Higher education, degree level or above (desirable but not essential)

Amenable to work on APAC, UK Hours, and some weekends

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.