Customer Support Specialist
AffiniPaySalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial TechnologyIndustries
Requirements
- Bachelor’s degree or equivalent work experience required and 3 years’ relevant work experience
- Strong client support experience using chats, calls, and email
- Preferably knowledge of Visa’s ecosystem, business processes, and system services
- Ability to take initiative to resolve problems and meet deadlines for assigned work
- Comfortable thinking outside the box, demonstrating innovative thinking, and smart risk taking
- Excellent time management, organization, and planning skills
- Self-starter with demonstrated ability to achieve results as part of an effective team
- Ability to prioritize effectively and multi-task under strict deadlines
- Able to set priorities, influence others, and manage customer expectations
- Demonstrated success in customer relationship management
Responsibilities
- Administer business processes related to client onboarding, offboarding, reporting, and ongoing management of clients and users
- Manage activities, requests, and inquiries for support and information through various case management tools (emails, chat, calls, etc.)
- Manage enrollment, client set-up, and deactivation processes by coordinating with clients, Client Success, Product, and other internal organizations
- Understand and troubleshoot problems, identify complexity, and escalate properly and timely
- Deliver consistent high-quality work to ensure excellent client experience
- Perform work with high degree of excellence and accuracy, maintaining service level objectives with best practices and processes
- Identify key process improvements and opportunities based on inquiry trends and operational pain-points
- Collaborate with analysts and leadership to develop and deliver training materials for new hires and existing team members
- Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies
- Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories
- Build and enhance positive working relationships with internal and external stakeholders
- Contribute to team efforts by accomplishing related tasks as needed
- Provide global support during US/LAC/EU/AP/CEMEA business hours as needed
- Demonstrate flexibility in schedule changes, including weekends, holidays, and overtime (24/7 operations, rotating and shifting schedules)
- Provide comprehensive support across all six Primary Enrollment Products, Basic Core Skills, and Live Channel scope, with proficiency in phone, email, and Live Channel
- Demonstrate strong sense of accountability by representing the supported product during client and stakeholder interactions, ensuring clear communication and alignment with business objectives
Skills
Client Onboarding
Client Offboarding
Case Management
Troubleshooting
Process Improvement
Client Success
Reporting
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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