This position leads and is responsible for the coaching and development of a team of Disputes Intake customer service representatives. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must-have behaviors. A successful people leader consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience. World-class service towards engaging and supporting client objectives rounds-out the team lead role.
Essential Functions
- Deliver world-class customer service through monitoring and coaching teammates
- Champion a world-class Employee and Customer experience
- Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving
- Promote employee Engagement & Collaboration
- Coaching, Mentoring and Governance: Facilitate career development among team members. Partner with Teammates to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Teammates.
- Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics
- Ensure Attendance and Adherence expectations are met
- Partner with workforce planning teams to deliver around-the-clock support
- Actively participate in hiring and development of support and mentor staff members
- Partner across teams and departments for process improvement initiatives
- Goal setting with peers
- Participate in and lead customer experience calibration sessions
- Demonstrate and model Visa behaviors – Visa Leadership Principles
- Execute Leadership strategies and tactics
- Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment.
- Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.
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
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
Preferred Qualifications
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Bachelor’s degree or equivalent experience, typically requires a minimum of 5-7 years’ experience in Financial services industry and/or Customer Service environment.
- Minimum of 3-5 years of Leadership experience.
- Self-driven and highly motivated
- Demonstrated teamwork and relationship building skills, leading by influence and example.
- Established engagement strategies leading to improved performance and employee retention.
- Proven ability to coach individuals. Ability to develop, support, and retain a high-performing team.
- Excellent verbal and written communication skills
- Track Record of Customer Service focus
- Tested Project Management/Organization skills - Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership skills.
- Aptitude to work with group or independently to achieve individual, team and company goals.
- Demonstrated ability to improve process leading to improved customer and/or Teammate experience
- Deep understanding of call center efficiency levers (Service Level, Occupancy, etc)
- Solid Organization Transformation and Change Management strategies
- Demonstrated decision-making skills
- Addressing and influencing negative behaviors
- Disputes knowledge is a plus
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 68,000.00 to 93,500.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
