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 Description

Manager, Acceptance Support (Authorize.net)

 

The Acceptance Support Manager will be part of our Client Care support team and will be responsible for managing a team of Sr. Client Care Representatives that will be assisting Authorize.net clients regarding their payment gateway account.

 

Responsibilities:

Managing a team that supports multiple support channels (voice, live chat, email & support case)Ensures that staff performance follows established procedures and meets or exceeds departmental performance standardsProvides daily direction and communication to representativesProvides feedback, coaching, and training to meet performance objectivesProvides statistical, performance, and developmental feedback on a regular basis to each team memberCreates and administers performance reviews for skill improvementConducts regular evaluations to monitor team member’s adherence to quality and departmental policies on client interactionsAddresses disciplinary and/or performance concerns according to company policy. Makes effective/appropriate decisions relative to corrective action as required  Ability to handle and resolve escalated client concernsRequired to be flexible for leadership coverage, 24x7, 365Involved in process improvement procedures regarding the client experience or product enhancements (process & project management)Shares continual responsibility for deciding how to manage team member & ensuring client requests are handled efficiently and effectively from an overall line of business point of viewAbility to work cross-functionally with multiple departments and platformsAbility to discuss and present with Senior Leadership on various topics

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications:
• Strong troubleshooting skills
• Excellent verbal and written communications in English, interpersonal skills, customer orientation, team interaction, and problem solving
• 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
• Must have punctual, regular, and consistent attendance
• Ability to multi-task, continually reprioritize workload, and work under various constraints, while adapting easily to shifting priorities and challenges
• Ability to quickly identify problems/trends, while taking appropriate action to solve the issue, including effective communication skills to wider audiences

Additional Information

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.