Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
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 Support does at 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.
A Client Care Support is responsible for Voice Channel only.
In this role, you are expected to:
- Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations.
- Collaborate with peers to help cardholders, provide thought-leadership and inspire both customers and peers in a diverse business environment.
- Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.
- Evaluate the nature of each call and determine the appropriate action to complete the request.
- Answer general customer service questions from cardholders, explain multiple program features, and where appropriate, transfer the customer to the issuing bank to obtain specific account information or transfer the customer to an appropriate Third-Party Service Provider.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Provide general information and support on any VISA related topic or product and direct the customer accordingly.
- Provide status update on Emergency Card and Cash requests when customer calls to follow up.
- Ensure smooth delivery set up of Emergency card and disbursement of Emergency cash upon receipt of approval from the banks.
- One Stop Fulfillment of Emergency service with customer and their banks.
- Use several computer programs to respond to customer inquiries.
- Document cases to show action taken.
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 a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
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:
- Strong customer service skills and orientation
- 1-3 years' experience in a customer service environment
- Strong verbal, written and interpersonal skills required
- While this is an individual contributor role, the candidate should also have a demonstrated ability to work collaboratively to achieve results as part of an effective team
- Proficient in Japanese language to assist Japanese-speaking customers.
- Must be able to work shift work, on public holidays and on weekends
What will also help:
- Working knowledge of the payment industry and Visa’s business
- Experience working in the travel and hospitality and call center environment preferred
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.
