Senior Bilingual Client Support Specialist
Autotrader.caSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial TechnologyIndustries
Requirements
- Experience in a customer-facing and/or customer service role in software, financial/banking or information services
- Advanced English (both written and oral)
- Additional languages: Russian and/or French and/or Arabic
- Experience within card processing/card technologies/account management/contact center/implementation project management within payments departments (beneficial)
- Data analytical skills
- Strong communication and business writing skills
- Technical aptitude with the ability to absorb lots of technical information and strive for continuous learning
- Understanding of basic authorization, clearing and settlement flows (beneficial)
- Knowledge of Visa products and services (beneficial)
- Understanding of Net Promoter Score (NPS) methodology and other client satisfaction/operational metrics
- Self-starter with strong organization, time management, problem solving and resolution management skills
- Customer focus with proven ability to establish productive working relationships with key internal stakeholders
- Proficiency in Microsoft Office, Excel, Tableau
Responsibilities
- Respond to operational, post-production support inquiries from Visa issuers, acquirers and processors in CEMEA region to ensure best client experience
- Provide information and direction for CEMEA clients regarding VisaNet Core Application Services, Billing, Visa Resolve Online, Clearing and Settlement, Visa Token Service, Visa Secure, other Visa products and services, and other operational queries within scope
- Perform general to moderate transaction research to analyze potential technical or operational problems or issues
- Log service requests (cases) in a timely and accurate manner in accordance with defined internal processes and standards
- Follow the Client Resolution Case management standards and all stages of the case resolution process in line with defined SLAs and targets
- Manage the cases assigned or escalated from other support teams efficiently
- Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues
- Be accountable for delivering against commitments to clients
- Be organized in tasks and activities
- Keep accurate records in the defined CRM system
- Contribute to developing process improvement procedures to drive better operational efficiency by active participation in meetings, proposing new ways of doing things, identifying opportunities to improve, analyzing personal performance/data
- Contribute to adopting new tools and other resources, e.g., AI capabilities
- Contribute to executing Visa 2030 strategy
- Execute on the defined team operational metrics/targets
- Deliver best client experience
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or on-site?
This is a hybrid position with an on-site location type, and the expectation of days in the office will be confirmed by your Hiring Manager.
What experience is required for the Client Care Analyst role?
Experience in a customer-facing and/or customer service role in software, financial/banking or information services is required.
What is the salary for this position?
This information is not specified in the job description.
What is the company culture like at Visa?
Visa is a purpose-driven industry leader focused on uplifting everyone through innovative payments technology, with a mission to connect the world and enable thriving economies.
What makes a strong candidate for this role?
Strong candidates have experience in customer-facing roles in software, financial/banking, or information services, along with skills in managing client issues, process improvements, and delivering against operational metrics.
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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