Job details

Client Care Associate - Global Client Resolution

Company Description

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.

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 includes 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)

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.

Qualifications

Bachelor’s degree or equivalent work experience required and 3 year’s relevant work experience.
• Fundamental 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 business expectations.
• Demonstrated success in client relationship management.
• Excellent English verbal, written, and interpersonal skills are required.
• Experience using standard MS Office tools (e.g. Excel, PowerPoint, Word, Visio, etc.).
• Ability to support Visa Clients during US/LAC/EU/AP/CEMEA business hours as needed

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.

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What You Should Know About Client Care Associate - Global Client Resolution, Visa

Are you ready to make an impactful difference as a Client Care Associate in Global Client Resolution at Visa in Pasay City, Philippines? This is an exciting opportunity to step into a mid-level role that hinges on your ability to manage client onboarding, offboarding, and provide exceptional support. As a functional specialist, you’ll thrive in a dynamic environment, tackling complex inquiries via various platforms including email, chat, and calls. Your day-to-day will center around delivering high-quality service, ensuring a seamless client experience, and collaborating with a variety of teams to resolve issues and facilitate smooth client setup. We’re looking for someone who can think outside the box and isn't afraid of smart risk-taking. If you have at least three years of relevant experience and are excited to contribute to process improvements based on inquiry trends, Visa is the place for you! Enjoy the flexibility of a hybrid work model where you can balance working from home with time in the office. Join us and be part of a mission-driven team that strives to uplift everyone, everywhere by being the best way to pay and be paid. This role not only offers professional growth but also the chance to work with talented individuals who are passionate about making a difference in the world!

Frequently Asked Questions (FAQs) for Client Care Associate - Global Client Resolution Role at Visa

What qualifications do I need to become a Client Care Associate at Visa?

To secure a position as a Client Care Associate at Visa, you will need a bachelor’s degree or equivalent work experience, alongside at least three years of relevant experience. Key skills like excellent organization, time management, and effective communication in English are crucial. Familiarity with Visa’s ecosystem and a proactive approach to resolving problems will greatly enhance your candidacy!