Customer Support Specialist
AffiniPaySalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, PaymentsIndustries
Requirements
- Tenure as a Sr. Support team member required
- Strong troubleshooting skills
- Ability to multi-task, continually re-prioritize cases and work under various constraints
- Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills
- 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 have punctual, regular, and consistent attendance
- Advanced English speaker (both written and oral); additional languages: French and/or Russian and/or Arabic
- Minimum basic knowledge on the transaction flows (including Authorization, Clearing and Settlement)
- Programming language knowledge and Card-not-present (e-commerce or payment gateway) understanding of basics, flows
- Experience with REST API
Responsibilities
- Handle all inbound client interaction through all available support case channels
- Resolve problems which involve advanced interactions and display exceptional levels of professionalism working alongside various internal teams
- Quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques
- Perform configurations and service enablement on behalf of the client which requires extreme accuracy and execution
- Evaluate the nature of each situation and determine the appropriate action to resolve the issue
- Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
- 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, including escalating support cases to internal teams, as needed
- Demonstrate effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously
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 expectation of days in the office, which will be confirmed by your Hiring Manager. The location type is listed as on-site.
What skills are required for the Client Care Associate role?
Required skills include strong troubleshooting skills, excellent verbal and written communication, interpersonal skills, customer orientation, multi-tasking, and customer service skills like call de-escalation. Candidates need tenure as a Sr. Support team member, the ability to multi-task and re-prioritize, and self-motivation to work independently and in a team.
What is the salary or compensation for this role?
This information is not specified in the job description.
What is the company culture like at Visa?
Visa emphasizes a purpose-driven culture focused on uplifting everyone through innovative payments, with values like Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously. The role requires being a great team player in a dynamic environment, committing to client experience via metrics like Net Promoter Score.
What makes a strong candidate for this Client Care Associate position?
Strong candidates have tenure as a Sr. Support team member, advanced troubleshooting skills for technical issues like network and payment processing problems, excellent communication and multi-tasking abilities, and a customer-oriented mindset with de-escalation techniques.
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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