Client Care Associate

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Visa Inc. A tiempo completo

Job Summary:

The Client Care Support 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 Direct Products/B2B Connect product.

Key Responsibilities:

  1. Provide advanced and escalated level 2 support to clients via phone calls and online support cases.
  2. Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue.
  3. Identify file formats and connection errors to determine if sufficient information is provided for issue resolution.
  4. Build strong customer relationships and simplify complex problems to support business and clients' needs.
  5. Partner across teams and departments for process improvement initiatives.
  6. Assist/train clients to address questions regarding funds movement.
  7. Comfortable with global banking protocols to provide clients with help regarding account numbers, IBAN, CLABE, SWIFT BIC, etc.
  8. Perform all related duties and special projects as assigned.
  9. Participate in required training sessions for compliance (OFAC, AML, etc.).
  10. Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours.

Requirements:

  • 1-4 years 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 the ticketing system (Dynamics).
  • Ability to quickly identify problems and 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 APIs and SWIFT message formats, JSON, and XML is a plus.

Preferred Qualifications:

  • Experience in banking operations and/or settlement and reconciliation process.
  • Associate or Bachelor's degree preferred.

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.

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