Client Care Associate

About the role

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you. Job Description Specializes in responding, resolving, and supporting external or internal customer or client issues. Investigates, analyzes, and solves transaction, billing, technical, and/or contract issues. Requires knowledge of the firm's products and services. May use multiple contact channels with customer or client (phone, email, chat, social media). All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Responsibilities

• Monitor and respond to client inquiries via designated channels within established timeframes.
• Provide guidance on the use of Visa VAS Essentials tools, focusing on functionality and tool navigation.
• Track and report on response times and inquiry volumes using manual spreadsheets and internal tools.
• Escalate complex or out-of-scope inquiries to specialized teams for resolution.
• Participate in business reviews and reporting cycles, including metrics such as average wait time and volume of requests.
• Maintain logs of client interactions and submit performance summaries for quality assurance.
• Collaborate with internal teams to ensure compliance with Visa's security and data handling standards.
• Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution.
• Ability to deliver results with operational efficiency (Case duration).
• Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution.
• Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously.
• Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Requirements

• Associate: Minimum of 6 months of work experience or a Bachelor's Degree
• Associate: 2 or more years of work experience
• Prior experience in financial industry, ecommerce, technical environment or servicing within written channels is preferred.
• Excellent verbal and written communications in English, 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 be able to have meaningful conversations that will lead to merchant loyalty and reduce merchant attrition.
• Experience in maintaining logs and submitting performance summaries.
• Experience in customer support, fraud operations, or risk analysis.
• Bachelor's degree in Business or related course.
• Experience in managing multiple client accounts simultaneously and prioritizing tasks effectively.
• High attention to detail and commitment to meeting service level agreements (SLAs).
• Visa is an EEO Employer

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