Client Care Associate

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.

Position Description: 

The Client Care Associate will be part of our Client Care Acceptance Support team responsible for servicing the needs of our merchants and partners with their payment gateway account along with supporting internal representatives.

Specific Responsibilities will Include: 

• Handle all inbound client interaction through voice, live chat, email and support case channels
• Skilled to resolve problems and answer general merchant questions related to billing, transactions, account management, website integration, connectivity methods and other technical issues
• In addition, skilled to also resolve problems and answer questions related to eCheck, advanced Integration, merchant support from strategic partners, and servicing partners that sell
• Skilled to resolve problems and answer questions related to merchant retention and acquiring
• Merchant Acquiring interactions consist of:
  • Billing inquiries
  • Credit card and eCheck funding concerns
  • Credit card and eCheck limit increases
  • Statement and reconciliation support
  • General account updates 
• Merchant Retention interactions consist of:
  • Educating merchants on the benefits of Authorize.Net and if necessary, negotiate fees, review acquiring options and make offers to save business as applicable 
  • Implement account saving techniques and solutions
  • Handle all data extractions requests by phone and case creation to proactively boost merchant loyalty. 
  • Support loyalty initiatives from Sales department
• In addition, skilled to provide support to representatives by answering complex questions, and taking escalated situations that required critical thinking, compromise and ability to make decisions
• Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
• Ability to deliver results with operational efficiency (Case duration)
• Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution
• Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously

• Customer service experience required

• Prior experience in financial industry, ecommerce, technical environment or servicing within written channels is preferred

• Excellent verbal and written communications in English, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required

• Customer service skills including call de-escalation techniques and a commitment to quality service

• Self-motivated with the ability to work within a team and independently

• 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 be able to have meaningful conversations that will lead to merchant loyalty and reduce merchant attrition

• Regular and punctual attendance is a required commitment for this role and must be open to a flexible scheduling to adapt to the evolving needs of our clients

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.