Client Care Support

Client Care provides industry-leading operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to product and technology bringing the voice of the customer into the design development and successful deployment of Visa products and addition to support client implementation of Visa products and services globally.

Client Care is also responsible for a host of critical services that support the broader Visa organization and clients including Visa Rules management cardholder disputes compliance client testing and configuration and client tools.

The team also provides support for Visas DPS CyberSource and businesses. Across time zones and borders we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visas clients providing expertise to support and successfully grow their business.

Very few companies can offer its employees the global reach that Visa does. Thats the power of Visas My everywhere a big brand with limitless possibilities. Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world. Visa was recently recognized by Forbes as one of the Best Employers in the U.S. and Fortune magazine highlighted us as one of the Worlds Most Admired Companies. Everything we do is driven by our leadership principles:

Lead by Example Communicate Openly Enable and Inspire Excel with Partners Act Decisively and Collaborate. 

The Client Care Support Representative will be part of our World-Class Customer Support team where you will be responsible for supporting card holders needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service.

Specific Responsibilities will include:

• Demonstrate consistent and reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude
• Meet KPIs and other existing potential new KPIs as deemed necessary by the business.
• Respond to incoming customer request quickly proficiently and professionally while meeting specific quality expectations
• Actively listen and probe to determine the nature of each call and determine the appropriate action(s) to complete the call
• Multi-task across several computer programs to respond to customer inquiries
  Utilize all tools to properly support action and document all related questions and needs
• Accurately update and maintain cardholder data in appropriate databases
• Collaborate with peers to help cardholders provide thought-leadership and inspire both customers and peers in a diverse business environment
• Collaborate amongst the different Line of business as required by the business
  Compliance to Key Control and other policies including maintaining confidentiality in our secure environment

Additional Responsibilities:
 

• Respond to incoming cardholder requests quickly proficiently and professionally while meeting specific key performance indicators
• Provide services on a variety of request not limited to lost/stolen card replacement fraud prevention technical support for mobile apps as well as other various account related services
• Commitment to client experience by delivering results based on client feedback as well as internal quality expectations
• Increasing product knowledge will be required in order to continue to provide a work class experience to callers

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications:

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

Preferred Qualifications:

• 1 or more years of work experience
• Prior experience in call center financial industry ecommerce or technical environment is preferred
• 1 year contact center experience highly preferred
• Demonstrated commitment to the businesses key performance indicators and exceptional customer service
• Excellent verbal and written communications interpersonal skills strong team engagement problem solving and multi-tasking skills required
• Must have punctual regular and consistent attendance

Additional Information :

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 44700.00 to 52600.00 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge skills experience and addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.

Remote Work :

No

Employment Type :

Full-time