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Customer Support Specialist

2 months ago

Ashburn, Virginia, United States Visa Full time
Company Overview

Visa stands as a global frontrunner in payment solutions and technology, facilitating over 259 billion transactions securely across consumers, merchants, financial institutions, and government bodies in more than 200 nations annually. Our vision is to unite the world through the most innovative, convenient, reliable, and secure payment network, empowering individuals, businesses, and economies to flourish while driven by a shared mission - to uplift everyone, everywhere by being the optimal way to pay and receive payments.

Role Overview

Key Responsibilities:
  • Deliver exceptional customer service support on daily operations to Visa clients and internal teams, ensuring that client expectations are consistently surpassed.
  • Lead intricate cross-functional service delivery projects involving clients and Visa's internal teams.
  • Coordinate internal resources to meet Visa and client goals effectively.
  • Ensure timely and thorough resolution of client inquiries while creating and maintaining updated support documentation, adhering to required timelines.
  • Foster and enhance positive working relationships with key clients and internal stakeholders.
  • Advocate for the client perspective within Visa to prioritize enhancements.
  • Proactively identify operational enhancements and implement recommendations to boost service quality and efficiency.
  • Report on customer project achievements and deliverables to senior management.
  • Act as a liaison for clients, providing problem management, proactive identification of processing efficiencies, and support for system enhancements.
  • Educate and train clients on best practices for all supported services.
  • Represent complex customer change requests and operational requirements, managing expectations both internally and externally.
  • Develop and oversee strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans.
  • Serve as an escalation point for complex issues.
  • Proactively inform clients about any widespread or critical business issues with the application, including scheduled maintenance outages.
  • Stay updated with industry trends and maintain a strong understanding of Visa products and services.
  • Collaborate with assigned Account Executives to identify additional business opportunities.
  • Provide on-call support and may require weekend hours.
  • Domestic travel may be necessary.
Additional Responsibilities:
  • Generate annual customer and departmental reports to track service issues.
  • Present client analyses to peers and leadership.
  • Develop and deliver presentations to internal and external stakeholders as required.
  • Mentor new staff and identify training opportunities for all team members.
  • Provide leadership and communication, escalating to department management when issues arise that may hinder problem resolution.
This role is hybrid, allowing employees to alternate between remote and office work. Employees in hybrid roles are expected to work from the office 2-3 designated days a week, based on business needs.

Qualifications

Basic Qualifications:
  • 2 or more years of relevant work experience with a Bachelor's Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD).
Preferred Qualifications:
  • 3 or more years of relevant work experience with a Bachelor's Degree or more than 2 years of relevant work experience with an Advanced Degree (e.g., Masters, MBA, JD, MD).
  • A minimum of 8+ years' experience in a customer support role within financial services, payment card, software, or information services.
  • Self-starter with demonstrated skills in organizational, conceptual, and logical problem-solving.
  • Ability to manage diverse and complex assignments requiring significant initiative and sound judgment.
  • Capability to set priorities and manage customer expectations effectively, working both independently and as part of a team.
  • Strong project management skills with a proven ability to manage projects effectively.
  • Exceptional troubleshooting skills for resolving complex issues.
  • Advanced public speaking proficiency.
  • Customer-focused with a proven ability to build productive working relationships with staff and management at all levels.
  • Experience in troubleshooting complex web applications, APIs, or integration issues is advantageous.
  • Bilingual abilities in Spanish and/or Portuguese are a plus.
  • Strong Excel skills for data analysis.
  • Advanced PowerPoint skills for professional presentations.
  • Excellent verbal, written, presentation, and interpersonal skills are essential.
  • Understanding of basic accounting principles, including cost allocation methods, is a plus.
Additional Information

Work Hours: Varies based on departmental needs.

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

Mental/Physical Requirements: This position will be performed in an office environment, requiring the incumbent to sit and stand at a desk, communicate in person and by telephone, and 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.