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

Position Description:  

The Loyalty and Solution Associate will be part of our World Class Customer Support team and will be responsible for building brand loyalty, understanding our value-added services and pricing models, and retaining our merchant base by educating our merchants on the value of their gateway and the offers available to them.

Mission Statement:

The Merchant Loyalty and Solutions Team provides global support aiming to deliver tailored solutions, protect business revenue, and collaborate with internal departments to build long-term merchant loyalty.

Specific Responsibilities will Include: 

• Provide World Class Client Service to Merchants by supporting the Retention, Merchant Acquiring, and Chat Closure, and Support Case queues
• Merchant Acquiring interactions consist of billing inquiries, credit card and echeck funding concerns, credit card and echeck limit increases, statement and reconciliation support, and general account updates 
• Educate merchants on the benefits of Authorize.Net and if necessary, negotiate fees, review acquiring options and make offers to save business as applicable 
• Implement account saving techniques and solutions
• Handle all data extractions requests by phone and case creation to proactively boost merchant loyalty. 
• Support loyalty initiatives from Sales department
• Provide coaching and development to representatives regarding their interactions with merchants                     
• Understand the Loyalty and Solution processes and act as a subject matter expert as needed
• Highly involved in process improvements regarding any procedures regarding the merchant experience or product enhancement, particularly as it pertains to merchant attrition
• Support Manager with projects specific to their business lanes 
• Associate positions may provide support Monday through Sunday 5:00am-8:00pm 
• Scheduling will be determined upon filling positions

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.

Qualifications

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

• 2 or more years of work experience
• Tenure as a Sr. Client Care Support required (Internal Only Applicants)
• 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

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.