Client Care provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally.Client Care is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.Very few companies can offer its employees the global reach that Visa does. That’s the power of Visa’s “My everywhere” – a big brand with limitless possibilities. Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world. Visa was recently recognized by Forbes as one of the Best Employers in the U.S. and Fortune magazine highlighted us as one of the World’s Most Admired Companies. Everything we do is driven by our leadership principles: Lead by Example, Communicate Openly, Enable and Inspire, Excel with Partners, Act Decisively, and Collaborate.
The Client Care Support Representative will be part of our World-Class Customer Support team where you will be responsible for supporting card holder’s needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service. Specific Responsibilities will include:Demonstrate consistent, and reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitudeMeet KPIs and other existing potential new KPIs as deemed necessary by the business.Respond to incoming customer request quickly, proficiently, and professionally while meeting specific quality expectationsActively listen and probe to determine the nature of each call and determine the appropriate action(s) to complete the callMulti-task across several computer programs to respond to customer inquiries
Utilize all tools to properly support, action, and document all related questions and needsAccurately update and maintain cardholder data in appropriate databasesCollaborate with peers to help cardholders provide thought-leadership and inspire both customers and peers in a diverse business environmentCollaborate amongst the different Line of business as required by the business
Compliance to Key Control and other policies, including maintaining confidentiality in our secure environmentAdditional Responsibilities:Respond to incoming cardholder requests quickly, proficiently and professionally while meeting specific key performance indicatorsProvide services on a variety of request not limited to lost/stolen card replacement, fraud prevention, technical support for mobile apps as well as other various account related servicesCommitment to client experience by delivering results based on client feedback as well as internal quality expectationsIncreasing product knowledge will be required in order to continue to provide a work class experience to callersVisa Client Care is a 24x7 operations. Role will require flexibility in schedulingPosition Details:Competitive start rate with shift differential along with quarterly bonuses and an annual review of compensation5-week Paid training. Training schedule is Monday-Friday (hours TBD)Shifts start times – TBDExtensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period401k plan with company 2 to 1 match (2 dollar for every dollar you contribute up to 5% of your base pay for a total of 10%)- always fully vestedGenerous paid time off (21 days for years 1-5, and increases after that)12 paid holidays per year & 1 Floating HolidayEducation assistance, adoption assistance, and commuter assistanceRewarding environment with opportunity for career advancementEmployee stock purchase program allows employees to purchase Visa stock at a 15% discountThis 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 every Tues/Wed/Thurs, with the other two days (Mon, Friday, Saturday and/or Sunday) working from home. The current general guidepost is working in the office 60% or more of the time based on business needs, and is subject to change based on our business needs.