Visa
From Visa's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
The Client Care Associate specializes in responding, resolving, and supporting external or internal customer or client issues. This role investigates, analyzes, and solves transaction, billing, technical, and contract issues, requiring knowledge of the firm’s products and services. Associates may use multiple contact channels with customers or clients, including phone, email, chat, and social media.
All roles require digital fluency, including the ability to work with emerging technologies such as Microsoft Office 365 (e.g. Word, Excel, Powerpoint), and Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.
Configure, maintain, and deactivate Verifi services for new and existing clients
Monitor service performance, alerts, imports, processing, and outages; investigate, communicate and resolve identified issues
Manage client inquiries via phone and support cases, ensuring resolution within established service levels (SLAs) and client expectations are met
Troubleshoot service, connectivity, and transaction-related issues while coordinating with internal stakeholders as needed
Escalate complex issues and serve as an advanced support resource for client-facing teams
Create and distribute approved client communications, including maintenance notices and incident reports
Analyze transaction and service trends to identify risks, operational impacts, and improvement opportunities
Support queue management, daily operational monitoring, service quality objectives, and process improvement initiatives
Contribute to team training, coaching, knowledge management, and employee development efforts
Fulfill on-call responsibilities and perform other duties as assigned
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Associate: Minimum of 6 months of work experience or a Bachelor's Degree
Associate: 2 or more years of work experience
2-5 years of experience in the fintech, B2B, or digital solutions suite industry
Experience in customer service or client support roles, specifically handling payment processing and service configurations
Experience conducting welcome calls and client onboarding
Excellent written, oral, and interpersonal communication skills.
Strong problem-solving, strategic and analytical abilities
Proficient time and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proven ability to de-escalate challenging situations and maintain a calm and professional demeanor while addressing client concerns
Ability to work collaboratively in a team setting, as well as independently when required
Ability to escalate issues appropriately and follow through on client inquiries to ensure SLAs and client expectations are met
Strong customer orientation with a focus on providing a positive client onboarding experience
Availability to work designated shift
Willingness to take on occasional on-call responsibilities
Must have a stable internet connection and a suitable remote work environment to perform duties effectively
Ability to work at a desk for extended periods, typically 8 hours per shift.
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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