Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.



Team Summary

Global Customer Assistance Services (GCAS) Operations provides emergency services to Visa cardholders around the world in more than 30 languages. Our services include emergency card replacement, emergency cash disbursement, reporting of lost or stolen cards, and general inquiries about benefits associated with different types of Visa cards. GCAS also supports Financial Institutions that access Visa Online (VOL) by granting access to content and applications, resetting passwords, and providing general information.

The services are supported via Voice, Email and Chat channels.

What a Client Care Associate does at Visa:

This role is an individual contributor with a primary focus on execution. This position is at a developing professional level and solves a range of straightforward problems/analyzes possible solutions using standard procedures. This position receives a moderate level of guidance and supervision.

In this role, you are expected to:

Aid the department manager in monitoring daily departmental operations and achieving quality service level standards.

Plan work schedules for around-the-clock operations, assign staff to accomplish daily work, and actively participate in all team and team member functions when necessary.

Review skills gaps and make recommendations to Management.

Assist with departmental operations and ensure that a high level of professional service is provided by training and retraining operators, monitoring call quality, and following up on any complaint received by the center, client or VISA.

Monitor and analyze key call center metrics, escalate issues to manager.

Research and analyze transaction patterns and react quickly to high-risk situations.

Adhere to established customer service procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

May provide feedback for development of training program or training program updates.

Serve as escalation point for complex calls requiring advanced knowledge of all product lines.

Participate in coaching and employee development activities.

Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment.

Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.

Willing to Work Full Time On-site

TRAINING:

Full schedule availability is required.

Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training.

Employees attending training are expected to meet Visa\'s established standards for performance, attendance and conduct.

Why this is important to Visa

This position is akin to a brand ambassador\'s role. The role requires one to project the image of the company in the most professional manner. The services offered fulfilled the needs of the customers and bring in revenue to the company.

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Qualifications

What you will need:

We are looking for an individual who brings experience, a curiosity about payments, is results-driven, and client focused. As a candidate, you should have:

• Typically requires a minimum of 2-4 years\' experience in a customer service environment. Some experience leading people preferred.
• Minimum of one-year experience as a customer support representative with Visa\'s department or above is required.
• Solid leadership and decision-making ability, able to demonstrate a business presence appropriate for client contact and staff interaction and must possess a sound foundation in the customer assistance service industry.
• 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 communicate the DPS processes in a clear and articulate fashion to both technical and non-technical audiences.
• Ability to handle difficult calls in a professional manner.
• Ability to prioritize and balance workload across multiple sites
• Requires accuracy and attention to detail.
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
• Advanced knowledge of the payments business and VISA operating procedures. Advanced knowledge of all Visa product lines.
• Advanced written and verbal communication skills, exceptional interpersonal and presentation skills and the proven ability to influence and communicate effectively
• Ability to work as part of a team.
• Proficiency in Microsoft Office products and technically proficient in database management.
• Flexible to work in various schedules and conditions as needed

What will also help:

• Working knowledge of the payment industry and Visa\'s business
• The capacity to experience other people\'s thoughts and feelings from their point of view, rather than our own
• Exudes positivity by watching one\'s words
• Have a strong desire to venture into the unknown and remain curious through questions
• Experience working in the travel and hospitality and call center environment preferred

Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.

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.

Visa