Client Care Associate
Company: Visa
Location: Atlanta
Posted on: October 23, 2024
Job Description:
Company DescriptionVisa 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.Job DescriptionResponsibilities
- 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 associatesThis 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.QualificationsBasic
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
mannerAdditional InformationWork Hours: Varies upon the needs of
the department.Travel Requirements: This position requires
travel5-10% 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.
Keywords: Visa, Marietta , Client Care Associate, Other , Atlanta, Georgia
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