Client Care Associate - job 3 of 3

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Responsibilities

• Support the different SFG tasks (Disputes escalations, PAS Fraud, Falcon VIP, Falcon Outbound, and EOD Queues)

• Review, analyze and work different mailboxes (Cardholder Updates, Issuers Updates, Back Office Inquires, Adeptra, GCCS Inquiries, Returned Inquiries mailbox)

• Research and analyze transaction patterns and react quickly to high-risk situations

• Respond to inbound telephone calls and generate outbound calls regarding information on aspects of multiple Visa products

• Evaluate the nature of each call and determine the appropriate action to complete the call

• Evaluate the nature of each e-mail received and determine the appropriate action to complete the process or escalation

• Adhere to established DPS procedures and guidelines while providing quality customer service in order to meet and exceed department standards

• Provide general information and support on any VISA related topic or product and direct the customer accordingly

• Update and maintain cardholder data in appropriate databases

• Use several computer programs to complete assigned administrative duties as well as respond to customer inquiries

• Document cases to show action taken

• Serve as escalation point for calls requiring advanced knowledge of product line

• Act as peer mentor to customer service associates

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

• Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications

• 2 or more years of work experience
• Employees must successfully pass the training and nesting period for the next Disputes training class to be considered for this role
• Minimum of 6 months experience as a CSR (I3) including Dispute training, is required
• Effectively back-up additional skillsets in Gift/Reloadable and complete Falcon module.
• Must possess a clear speaking voice and strong verbal communication skills.
• Ability to multi-task and make decisions quickly based on the customer's needs.
• Ability to handle difficult calls in a professional manner

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 52,700.00 to 66,350.00 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.