The Team
Global Client Resolution works with issuers, acquirers, processors, merchants, fintechs and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information and operations. This includes day-to-day operations and product support, back-office support and customer performance reporting using Visa tools.
The Role
This is a junior level professional role with progressive responsibility as experience grows. This role serves as a functional/technical chat and call specialist for the Global Client Resolution Team and will be working independently with guidance provided in complex and unconventional situations.
Responsibilities
This role administers the chat and call facility to handle client inquiry related to their day-to-day operation related to Visa.
• Chat, call, and email specialist to handle all client inquiries related to their day-to-day operation concerning Visa.
• Manage activities and requests for support and information in Microsoft Dynamics.
• Provide chat, call, and email support with adherence to best practice and support to business KPIs.
• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.
• Build and enhance positive working relationships with internal and external stakeholders.
Tools Used
• IWS – Genesys
• MS Office (SharePoint, MS Teams, Office)
• Microsoft Dynamics
• Sharepoint
• Visa Online and other internal tools
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.
• Bachelor’s degree or equivalent work experience required and 3 year’s relevant work experience.
• With strong client support experience using chats, call and email.
• Preferably knowledge of Visa’s ecosystem, business processes and system services.
• Must be able to take the initiative to resolve problems and meet deadlines for assigned work.
• Must be comfortable thinking outside of the box and demonstrating innovative thinking as well as smart risk taking.
• Excellent time management, organization, and planning skills are essential.
• Self-starter with a demonstrated ability to achieve results as part of an effective team. Ability to prioritize effectively and multi-task under strict deadlines.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrated success in customer relationship management.
• Excellent English and Spanish/Portuguese in verbal, written, and interpersonal skills are required.
• Experience using standard MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.).
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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
