Client Care Support

This position is a production role, Client Care Support Representative in which requires an in-depth understanding of Digital Social Media) processes and guidelines. The Client Care Support Representative utilizes this knowledge to identify, correct and report all deviations from procedures as well as highlight exceptional performance. The incumbent will work in tandem with the Lead in identifying and reaching out to the Manager to escalate issues or identify areas of improvement of the team.

Responsibilities (other duties may be assigned as needed): 

• Exchange information between cardholders, issuers, merchants, acquirers, members and product offices

• Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publically

• Identifies, documents and reports all inaccuracies or procedure breaches to management

• Provide level 1 call, email, chat, social media, entitlements and/or enrollments support for multiple Visa products and services

• Provide day-to-day support to Visa client institutions and Visa program managers to ensure customer expectations are exceeded. Set-up new users, identify, troubleshoot, and resolve processing, application usage, or business issues, as well as on-boarding new Visa initiatives and programs

• Respond to customer inquiries relating to general functionality of Visa products via multiple communication channels

• Own level 1 issues through resolution working with VISA product, application, business or development groups

• Understand the customer's needs, business requirements and priorities - Know when Level 2 Support escalation is needed

• Actively seeks solutions and identifies, troubleshoots, resolves application or business issues

• Educate customers on product and basic software applications, usage, and functionality

• Compiles and updates production escalation trackers throughout the day and end of day production reports highlighting actions taken and QA measurements

• Data entry in multiple internal applications

• Recommends initiatives and changes to improve quality of service for the unit

• Works with the production floor and other departments to coordinate workflow and ensure a seamless operation

• Exchange information between cardholders, issuers, merchants, acquirers, members and product offices by providing day-to-day level 1 support to the public for Visa's Social Media channels to ensure customer expectations are exceeded

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

 

Basic Qualifications:
• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications
• 1 or more years of work experience
• Must speak ENGLISH AND SPANISH.
• Working schedule – MUST be available to work 8 hour shifts Monday – Sundays between 6 AM to 2 AM
• 1-2 years of customer service and/or office environment experience providing administrative support
• 6 months Social Media handling experience (required)
• High drive, deep analytical skills, outstanding organizational skills
• Ability to handle multiple projects simultaneously while meeting deadlines
• Must be able to work effectively independently and collaboratively
• Must have the ability to remain objective while performing quality control functions
• Sound knowledge of bankcard operations and Visa Products and services, a plus
• Able to demonstrate a thorough knowledge of Microsoft applications with a focus on Outlook, Word, Excel and PowerPoint, as well as familiarity with internal CRM applications
• Schedule flexibility to accommodate evolving business needs of Social Media channels

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.