Client Care Manager

Job Description and Responsibilities

The Manager position will be a part of our Global Commercial and Money Movement Client Care support team. The manager is responsible for leading a team of Associates and Analysts taking inbound requests through email, telephone calls, and chat sessions. The role requires strong People Leadership and Project Management skills.

Specific Responsibilities will include

• Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards.
• Must have the ability to work collaboratively and build strong partnerships with various stakeholders.
• Ability to handle and resolve escalated client concerns internally and externally.
• Provides statistical, performance feedback, coaching and development on a regular basis to each team member. Writes and administers performance reviews for skill improvement.
• Coordinate directly with team and internal stakeholders to understand Client requirements and support needs and implement necessary changes to improve the Client experience.
• Proactively identify operational opportunities to increase service quality or efficiency.
• Ensure team consistently utilizes and updates Microsoft Dynamics (CRM) to maintain client communications.
• Must have the ability to effectively coordinate and oversee the transfer of tasks or projects from one team to another.
• Facilitate the integration and adoption of AI technologies within team, ensuring effective utilization and continuous learning.
• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

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.

Basic Qualifications
•5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications
•6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
•Minimum of 2 years management experience in a contact center environment and/or relevant internal leadership experience required.
•Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT, Etc.
•Demonstrated knowledge of the credit card processing, payment, and data processing industries
•Considerable knowledge of customer service principles, practices and procedures is required.
•Ability to contribute to a diverse and collaborative culture.
•Proven ability to coach, mentor and manage customer support representatives.
•Excellent verbal and written communications, interpersonal skills, customer orientation, planning, team interaction, problem solving, and multi-tasking skills required.
•Familiarity with CRM and Workforce Management systems.
•Ability to compile data and identify trends.
•Basic understanding of AI principles and machine learning
•Demonstrated ability to work across a complex organizations.
•Experience using standard MS Office tools (e.g. MS Project, Copilot, Excel, PowerPoint, Word, Visio, etc.)

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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.