Client Care Associate

Company Description

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

Currently hiring for a collaborative team-oriented Client Care Associate to support our clients. In this role, you will be responsible for developing creative solutions by researching and responding to basic and complex inquiries from internal and external clients regarding Verifi business unit’s dispute products and services.

Essential Functions:

• Setting up, maintaining, and deactivating all service configurations for new and existing clients.
• Researching, tracking, and communicating issues identified by internal monitoring alerts related to Verifi services.
• Responding appropriately and timely to inquiries from internal and external clients (merchants, partners and issuers) to ensure department SLAs and client expectations are met
• Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified  
• Creating client communications, including but not limited to standard maintenance notifications and Incident Reports
• Rotating on-call coverage
• Additional duties may be assigned as required

Required Hours and Schedule - Friday - Tuesday 8am-5pm

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

Qualifications

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

• 2 or more years of work experience
• Must have a High School diploma or equivalent or relevant work experience
• 2+ years’ experience in a B2B client or merchant services environment setting up, maintaining and deactivating service configurations, including communicating technical issues between external clients and internal technology teams
• 2+ years’ experience in a CNP (card not present) environment, including understanding of CNP transaction lifecycle
• 2+ years’ experience handling on-call escalations outside standard business hours
• Experience analyzing large amounts of data to identify trending metrics, potential system, or product enhancements, and/or overall product success Background researching, tracking, and communicating issues identified by external and internal clients
• Experience troubleshooting issues using monitoring tools, such as Grafana or Interna for email alerts
• Understanding of and ability to meet department Service Level Agreements (SLA)
• Flexible to work weekends, evenings, and holidays, along with being on-call, as scheduled
• Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact
• Proficiency in MS Office, specifically Excel
• Experience identifying opportunities for potential client upsells or contract extensions
• Experience with using Salesforce classic/Microsoft Dynamics, including case management and reporting features
• Experience reviewing HTML and API logs

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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 this position is 52,700.00 to 73,700.00 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.