Customer Support Specialist

2 weeks ago

Ashburn, Virginia, United States Visa Full time
Job Overview

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 goal is to unify the world through the most innovative, convenient, reliable, and secure payment network, empowering individuals, businesses, and economies to flourish while guided by a shared mission – to uplift everyone, everywhere by being the premier method to pay and receive payments.

Role Summary:
As a pivotal member of our client services team, you will be responsible for delivering exceptional customer support and ensuring that client expectations are consistently surpassed. Your role will involve:

  • Delivering high-quality customer service support for daily inquiries from Visa clients and internal teams, advocating on behalf of our clients.
  • Leading intricate cross-functional initiatives in customer service delivery, collaborating with both clients and Visa's internal teams.
  • Coordinating internal resources to meet both Visa's and client objectives effectively.
  • Ensuring timely and thorough resolution of client inquiries while maintaining up-to-date support documentation to meet required deadlines.
  • Fostering and enhancing positive relationships with key clients and internal stakeholders.
  • Representing the client perspective within Visa to prioritize enhancements.
  • Identifying operational opportunities proactively and implementing recommendations to elevate service quality and efficiency.
  • Reporting on customer project achievements and deliverables to senior management.
  • Acting as a liaison for clients, providing problem management and proactive identification of processing efficiencies.
  • Educating and training clients on best practices for all supported services.
  • Managing complex customer change requests and operational requirements while negotiating and managing expectations both internally and externally.
  • Developing and overseeing strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans.
  • Serving as an escalation point for complex issues.
  • Proactively informing clients about any significant or business-critical issues with applications, as well as scheduled maintenance outages.
  • Staying informed about industry trends and maintaining a robust knowledge of Visa products and services.
  • Collaborating with assigned Account Executives to identify additional business opportunities.
  • Providing on-call support and potentially working weekend hours.
  • Domestic travel may be required.

Additional Responsibilities:
In addition to primary responsibilities, you will also:

  • 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 necessary.
  • Coach new staff and identify training opportunities for all team members.
  • Provide leadership and communication, escalating issues to department management when necessary.

Work Environment:
This position operates in a hybrid model, allowing employees to alternate between remote and office work. Employees in hybrid roles are expected to work from the office 2-3 set days a week, based on business needs.

Qualifications:
Basic Qualifications:
Minimum of 2 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 over 2 years of experience with an Advanced Degree. A minimum of 8+ years in a customer support role within financial services, payment card, software, or information services is preferred. Candidates should possess strong organizational, conceptual, and logical problem-solving skills, with the ability to manage diverse assignments requiring initiative and good judgment. Proficiency in project management principles, troubleshooting complex issues, and advanced skills in Excel and PowerPoint for data analysis and presentations are essential. Bilingual abilities in Spanish and/or Portuguese are advantageous.

Additional Information:
This position may require travel up to 10% of the time. The role will be performed in an office setting, requiring the incumbent to sit and stand at a desk, communicate in person and by telephone, and operate standard office equipment.

Visa is an Equal Employment Opportunity 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.

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