Client Care Support

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

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. 

Essential Functions

• Demonstrate consistent, and reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude
• Meet 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 expectations
• Actively listen and probe to determine the nature of each call and determine the appropriate action(s) to complete the call
• Multi-task across several computer programs to respond to customer inquiries
• Utilize all tools to properly support, action, and document all related questions and needs
• Accurately update and maintain cardholder data in appropriate databases
• Collaborate with peers to help cardholders provide thought-leadership and inspire both customers and peers in a diverse business environment
•  Collaborate amongst the different Line of business as required by the business
• Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment

Additional Responsibilities:

• Respond to incoming cardholder requests quickly, proficiently and professionally while meeting specific key performance indicators
• Provide 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 services
• Commitment to client experience by delivering results based on client feedback as well as internal quality expectations
• Increasing product knowledge will be required in order to continue to provide a work class e