Client Care Support

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

This role is an individual contributor responsible for delivering routine or defined administrative or operational output. This position is at an intermediate support staff level and is responsible for applying some judgment in resolving routine problems or making recommendations.

Responsibilities

• Exchange information between cardholders, issuers, merchants, acquirers, members and product offices.
• Provide support to vendors and care center personnel with basic questions regarding plastic card servicing.
• Provide day-to-day support to Visa client institutions to ensure customer expectations are exceeded.
• Receive and validate courier invoices for the Emergency Card Replacement process.
• Receive and record customer surveys concerning the Emergency Card Replacement process.
• Respond to customer inquiries relating to general functionality support for Visa products.
• Own level 1 issues through resolution, working with business or development groups.
• Understand the customer's needs, business requirements, and priorities, know when Level 2 Support escalation is needed.
• Receive, document and destroy return cards from financial institutions.

Qualifications

Basic Qualifications:

• Must have a High School diploma or equivalent

Perferred Qualifications:

• 2 or more years of work experience
• 2-4 years’ experience providing technical software and networking support to external customers and businesses.
• Decisive self-starter who can perform with a minimal amount of supervision.
• General understanding of the payment card industry.
• Candidate must demonstrate ability to set priorities.
• Strong verbal and written communication skills.
• Must have sound knowledge of the care center operations and Visa Products and services.
• Very Detail oriented and good knowledge of V-Safe and GFC functions.
• Ability to work well in a team environment is essential.
• The analyst should be comfortable using various Microsoft applications with a focus on Access and Excel.
• Must be flexible and willing to work weekend hours.
• Must be flexible to changes in duties, workflow and priorities.
• Must be physically capable of moving frequently from one work area to another, stand for long hours and have well developed multi-tasking abilities.

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.