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.
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Job DescriptionThe Client Care Associate will be part of our Client Care Acceptance team and will be responsible for servicing the needs of our Cybersource merchant and partners with their second level account needs.
Responsibilities:
• Handle all inbound client interaction through voice, email and support case channels
• Evaluate the nature of each situation and determine the appropriate action to resolve the issue
• Skilled to resolve problems which involves advanced interactions and displaying exceptional levels of professionalism working alongside various internal teams
• Cybersource level 2 Associates must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques
• In addition, skilled to perform configurations and service enablement on behalf of the client which requires extreme accuracy and execution
• Must be a great team player, with the ability to deliver results in a dynamic and ever-changing environment with excellent communication and time management skills
• Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
• Ability to deliver results with operational efficiency (Case duration)
• Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution which includes escalating support cases to internal teams, as needed
• Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously
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.
Basic Qualifications
Associate: Minimum of 6 months of work experience or a Bachelor's Degree
Preferred Qualifications
Associate: 2 or more years of work experience
•3+ years of customer service experience.
•Knowledge of English, Spanish, and Portuguese is mandatory
•Tenure as a Sr. Support team member required.
•Strong troubleshooting skills.
•Ability to multi-task, continually re-prioritize cases and work under various constraints.
•Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required.
•Customer service skills including call de-escalation techniques and a commitment to quality service.
•Self-motivated with the ability to work within a team and independently.
•Ability to quickly identify problems and then take appropriate action to solve, including effective communication skills to wide audiences.
•Adapts easily to shifting priorities and challenges.
•Must have punctual, regular, and consistent attendance
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.