Client Care Associate

About Us
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.

Job Description

Job Summary Specializes in responding, resolving, and supporting external or internal customer or client issues. Investigates, analyzes, and solves transaction, billing, technical, and/or contract issues. Requires knowledge of the firm’s products and services. May use multiple contact channels with customer or client (phone, email, chat, social media). All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key Responsibilities

• Monitor and respond to client inquiries via designated channels within established timeframes.
• Provide guidance on the use of Visa VAS Essentials tools, focusing on functionality and tool navigation.
• Track and report on response times and inquiry volumes using manual spreadsheets and internal tools.
• Escalate complex or out-of-scope inquiries to specialized teams for resolution.
• Participate in business reviews and reporting cycles, including metrics such as average wait time and volume of requests.
• Maintain logs of client interactions and submit performance summaries for quality assurance.
• Collaborate with internal teams to ensure compliance with Visa’s security and data handling standards.

Qualifications

Basic Qualifications

• Minimum of 6 months of work experience or a Bachelor's Degree.
• Experience in monitoring client performance and responding to customer care inquiries.
• Experience in using fraud screening and transaction management tools.
• Experience in tracking and reporting performance metrics.
• Experience in maintaining logs and submitting performance summaries.
• Experience in collaborating with internal teams for compliance.
• Experience in using manual spreadsheets and internal tools.
• Experience in escalating inquiries to specialized teams.
• Experience in participating in business reviews and reporting cycles.
• Experience in providing guidance on tool functionality and navigation.

Preferred Qualifications

• 2 or more years of work experience.
• Experience in customer support, fraud operations, or risk analysis.
• Bachelor’s degree in Business or related course.
• Experience in managing multiple client accounts simultaneously and prioritizing tasks effectively.
• High attention to detail and commitment to meeting service level agreements (SLAs).

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.