Client Care Associate, Client Resolution

Job Description

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

Responsibilities:

• This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.
• Manage activities, requests, and inquiries for support and information thru various case management tools which include but is not limited to emails, chat, calls, etc.
• Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Client Success, Product, and other internal organization as needed.
• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
• Deliver consistent high-quality work to ensure an excellent client experience.
• 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 to improve service delivery.
• Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team members.
• Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.
• Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
• Contribute to team efforts by accomplishing related tasks as needed.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Demonstrate flexibility in schedule changes - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules).
• Responsible for providing comprehensive support across all six Primary Enrollment Products, Basic Core Skills, and Chat Scope, with proficiency in assisting customers via phone, email, and chat channels.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• 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 in verbal, written, and interpersonal skills are required.
• Experience using standard MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.).

Additional Information

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.