Client Care Support (Spanish and Portuguese - 2nd Shift)

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 position is a production role, Client Care Support Representative in which requires an in-depth understanding of Digital Social Media) processes and guidelines. The Client Care Support Representative utilizes this knowledge to identify, correct and report all deviations from procedures as well as highlight exceptional performance. The incumbent will work in tandem with the Lead in identifying and reaching out to the Manager to escalate issues or identify areas of improvement of the team.

Responsibilities (other duties may be assigned as needed): 

• Shift:  3:30 PM - 12 AM 

• Exchange information between cardholders, issuers, merchants, acquirers, members and product offices

• Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publicly

• Identifies, documents and reports all inaccuracies or procedure breaches to management

• Provide level 1 call, email, chat, social media, entitlements and/or enrollments support for multiple Visa products and services

• Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded. Set-up new users, identify, troubleshoot, and resolve processing, application usage, or business issues, as well as on-boarding new Visa initiatives and programs

• Respond to customer inquiries relating to general functionality of Visa products via multiple communication channels

• Own level 1 issues through resolution working with VISA product, application, business or development groups

• Understand the customer's needs, business requirements and priorities - Know when Level 2 Support escalation is needed

• Actively seeks solutions and identifies, troubleshoots, resolves application or business issues

• Educate customers on product and basic software applications, usage, and functionality

• Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements

• Data entry in multiple internal applications

• Recommends initiatives and changes to improve quality of service for the unit

• Works with the production floor and other departments to coordinate workflow and ensure a seamless operation

• Exchange information between cardholders, issuers, merchants, acquirers, members and product offices by providing day-to-day level 1 support to the public for Visa's Social Media channels to ensure customer expectations are exceeded

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:

• Must have a High School diploma or equivalent or relevant work experience
• Must speak English, Spanish AND Portuguese
• Working schedule – MUST be available to work 8 hour shifts Monday – Sundays

Preferred Qualifications:

• 1 or more years of work experience
• 1-2 years of customer service and/or office environment experience providing administrative support
• 6 months Social Media handling experience (required)
• High drive, deep analytical skills, outstanding organizational skills
• Ability to handle multiple projects simultaneously while meeting deadlines
• Must be able to work effectively independently and collaboratively
• Must have the ability to remain objective while performing quality control functions
• Sound knowl