Client Care Associate - Global Client Resolution
- Full-time
- Job Family Group: Client Services
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 Team
Global Client Resolution (GCR) works with issuers, acquirers, processors, merchants, fintechs, and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information, and operations. This includes day-to-day operations and product support, internal client support, and customer performance reporting using Visa tools.
The Role
This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist for the GCR Team and will be working independently with guidance provided in complex and unconventional situations.
Responsibilities
• This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.
• Manage activities, requests, and inquiries for support and information thru various case management tools which includes but is not limited to emails, chat, calls, etc.
• Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Visa Account Executives, and other internal organization as needed.
• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)
• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.
• Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
Tools Used
• Outlook365 and Shared Mailbox
• MS Office (SharePoint, MS Teams, Excel, Powerpoint)
• Microsoft Dynamics/OneCRM
• Genesys/IWS
• Visa Online and other internal tools
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.
Qualifications
• With strong client support experience using call and email.
• Preferably with fundamental knowledge of Visa’s ecosystem, business processes, and system services.
• Must be able to take the initiative to resolve problems and meet deadlines for assigned work.
• Must be comfortable “thinking outside of the box” and demonstrating innovative thinking as well as smart risk taking.
• Excellent time management, organization, and planning skills are essential.
• Self-starter with a demonstrated aptitude to achieve results as part of an effective team.
• Competent to effectively prioritize and multi-task under strict deadlines.
• High aptitude in setting priorities, influencing others, and managing business expectations.
• Demonstrated success in client relationship management.
• Excellent English verbal, written, and interpersonal skills are required.
• Experience using standard MS Office tools (e.g. Outlook 365, Excel, PowerPoint, Word, Visio, OneCRM, etc.).
• Able to support Visa Clients during US/LAC/EU/AP/CEMEA business hours and work in shifting schedules as needed.