Client Care Associate - CMS

The Client Care Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Commercial Solutions and Visa Direct products. As a Client Care Associate, you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services

Responsibilities:

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)
• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams
• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution
• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs
• Partner across teams and departments for process improvement initiatives
• Assist/train clients to address questions that may come up regarding the funds movement
• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently
• Perform all related duties and special projects as assigned
• Participate in all required training sessions for compliance (OFAC, AML, etc.)
• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.  ​

Basic Qualifications:
Associate: Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:
Associate: 2 or more years of work experience
1-4 yrs. experience working in a banking or financial setting
2 + years of customer service experience
Basic knowledge of accounting, balancing, banking, and electronic payment processing
Strong understanding of expense management software
Customer service skills including call de-escalation techniques and a commitment to quality service
Ability to work effectively with a team and independently while multi-tasking in a high-volume environment
Strong research, problem-solving and critical thinking skills
Excellent PC skills, proficient in MS Word and MS Excel
Excellent oral and written communication skills
Ability to both learn new products/services and apply knowledge
Maintain confidential customer and bank information
Thoroughly describe, document, and update ticket status with current ongoing issues within ticketing system (Dynamics)
Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
Adapts easily to shifting priorities and challenges
Must have punctual, regular and consistent attendance
Knowledge in API’s and SWIFT message formats, JSON, and XML is a plus Experience in banking operations and/or settlement and reconciliation process
Associate or Bachelor’s degree preferred or equivalent qualification

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.