Client Care Associate
2 weeks ago
Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job DescriptionSupport intake team managers in overseeing daily operational activities make sure that a high level of professional service is delivered. They act as Subject Matter Expert SME and help with dispute calls handling and processing questions from Intake and Flex team members. They also support as escalation point for complex calls.
- Answer questions and support as dispute calls handling/processes SME for Intake and Flex team members.
- Act as escalation point for complex calls requiring advanced knowledge of all product lines.
- Handle level 2 escalated calls from cardholders.
- Support as dispute calls handling and processes SME for cross-functional teams and clients as needed.
- Assist addressing complaints received internally and from clients.
- Assist Intake team managers in tracking and evaluating key Intake team metrics, identify skills gaps, report issues and suggest resolutions.
- Investigate transaction patterns and respond quickly to high-risk situations.
- Help allocate staff to complete daily tasks.
- May provide input for development of training program or training program updates as needed.
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.
QualificationsBasic Qualifications:
- Minimum of 6 months of work experience or a Bachelor's Degree
Preferred Qualifications:
- 2 or more years of work experience
- Typically requires a minimum of 1-2 years' experience in a customer service environment.
- Solid leadership and decision-making ability, able to demonstrate a business presence appropriate for client contact and staff interaction and must possess a sound foundation in the customer assistance service industry.
- Must possess a clear speaking voice and strong verbal communication skills.
- Ability to multi-task and make decisions quickly based on the customer's needs.
- Ability to communicate the Client Care Global Disputes Intake processes in a clear and articulate fashion to both technical and non-technical audiences.
- Ability to handle difficult calls in a professional manner.
- Ability to prioritize and balance workload across multiple sites
- Requires accuracy and attention to detail.
- Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
- Ability to work as part of a team.
- Proficiency in Microsoft Office products and technically proficient in database management.
- Flexible to work in various schedules and conditions as needed.
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel5-10% 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 $51,000 to $64,200 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 location. In 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.
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