Position Description:
The CMS Support Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with cross-border payments. As a CMS Support Associate you will be working with external clients and banks along with internal Technical Account Managers, Compliance, Treasury, Product and Technical teams regarding issue management and support for Money Movement.
The Associate will be a subject matter expert across the Commercial and Money Movement Solutions landscape and all VBS products and services deployed in the region. This includes B2B payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.
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.
Specific Responsibilities will include:
Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)
Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams
Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution
Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs
Partner across teams and departments for process improvement initiatives
Assist/train clients to address questions that may come up regarding the funds movement
Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC, ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently
Perform all related duties and special projects as assigned
Participate in all required training sessions for compliance (OFAC, AML, etc.)
Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours positions, with 24 by 7 operating hours
