Client Care Associate

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

This role is an individual contributor with a focus on analyzing technical complaints and providing first level support to both Internal and External staff worldwide. 

In addition, this role will perform duties related to second level escalations, quality control, project management, and client & team training.

The role will also support the team also provides access controls designed to enroll, update, delete and audit both Internal and External profiles. 

This position is at a professional level and uses a set of standard procedures to execute tasks while applying analytical skills based on the type of request. This position receives a low level of guidance and supervision.

Responsibilities

• Serves as a point of contact for all operational issues, concerns and requests from internal and external clients and escalates as necessary.
• Performs new hire training and participates in coaching sessions with manager as required.
• Conducts client facing training sessions for Delegated Administration Activities.
• Assists management in establishing, monitoring and maintaining departmental key performance indicators as a measure of quality control.
• Coordinates implementation of special projects while ensuring the collection of all data elements and guaranteeing timeframes.
• Collaborates with the Visa Online Business Office to construct or amend documents and processes.
• Manages incidents with technical support teams and regularly informs impacted clients and senior management as per documented Incident Management Processes.
• Asserts compliance controls for Visa Online, including regular Inactivity Audits for Internal and External accounts.
• Knowledgeable in all department systems, resources and support services and serve as a knowledge resource/SME to the team.  
• Serves as a contact and/or internal escalation point for day-to-day Visa Online support of Global/Regional Clients.

All of the responsibilities of the department’s Sr. Client Care Support role as described below:

• Processes urgent requests for password resets and account enablement’s to minimize downtime for both Internal and External staff worldwide.
• Provides level one triage for Visa Online applications, which includes diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of Client inquiries/requests.
• Assists in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.
• Maintains access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling and deleting both internal and external staff profiles.
• Provide information, direction and education to Clients regarding Visa Online products and services, ensuring understanding of best practices regarding usage and functionality.
• Able to shift priorities as needed and demonstrate proactive willingness to help others, to ensure customer expectations are exceeded and advocate on behalf of the Clients.
• Manages phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities
• Identifies internal procedures, opportunities and value-added solutions that enhance Client experience and work in collaboration with management to implement.
• Creates company-wide relationships, in order to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in Visa Online and increase the efficiency in support to clients.
• Makes decisions guided by policies and procedures.
• Works independently and receives minimal guidance, once training is completed
• Responsible for adhering to Visa’s Key Controls, including the protection of non-pub