Client Care Associate

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network – enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

Job Description

Client Services (CS) 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. CS is responsible for a host of critical services that support the broader Visa organization and clients, including Account Management, Project Management, Visa Rules Management, Dispute Resolution Management, Compliance, Client Testing and Configuration, and Client Tools. The team also provides support for Visa’s DPS, CyberSource, Authorize.net, and Cardinal Commerce businesses. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Description and Responsibilities

Visa’s Client Advocacy teams are responsible for providing operational assistance to Clients and their line(s) of business, managing a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues and opportunities through to completion.

Job Scope

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical generalist, working independently with guidance only in complex and unconventional situations.

Responsibilities

Manage a range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion, coordinating with internal resources to accomplish Visa and client objectives.

Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.

Work closely with Technical Account Managers, Account Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.

Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal.

Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.

Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.

Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.

Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.

Build knowledge of all supported product and services and how these impact clients’ business.

Qualifications

• Bachelor’s degree and two or more years of experience in the financial services, payments, software, or information services industry
• Working knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred
• A desire to deliver exceptional client experiences with each interaction.
• A client-centric focus with strong relationship management, strategic thinking, and problem-solving skills needed in order to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements.
• A general understanding of the industry and our Clients processing and operational businesses.
• An ability to make sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
• Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
• Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently.
• Capable of developing and managing short and long-term plans, adapting as the industry or environment changes
• Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
• Proven abilities in organizational, conceptual, and logical problem solving. Excellent time management, organization, and planning skills are essential.
• Excellent verbal, written, and interpersonal skills are required. Mastery of the English language required.
• For European candidates, fluency in Spanish, Portuguese, French, Italian, German, Polish, and/or Turkish is a plus.
• For CEMEA candidates, fluency in Russian, Arabic, and/or French is a plus
• For LAC candidates, fluency in Spanish and/or Portuguese is required.

Additional Information

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.