Customer Success Specialist
Propelus$60,000 - $70,000/year
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Financial TechnologyIndustries
Requirements
- Minimum of 6 months of work experience or a Bachelor's Degree
- Proven expertise with DPS Contact Center processes and experience handling high volumes of client support inquiries
- Demonstrated ability to manage and resolve client complaints, including root cause analysis
- Advanced Excel proficiency, ideally as a power user
- Ability to communicate DPS procedures effectively during client listening sessions, providing real time business aligned responses
- Experience researching and resolving escalated cases in partnership with client support teams
- Preferred Qualifications
- 2 or more years of work experience
- Background in data analysis and analytics using Tableau, Power BI, or similar tools
- Excel power user skills with complex datasets, pivot tables, slicers, and dashboards
- Experience leading process improvement and continuous improvement initiatives
- Success collaborating with cross functional stakeholders and managing projects
- Lean Six Sigma certification, Green Belt or higher, strongly preferred
- Familiarity with process mapping tools such as Visio
- Ability to work independently and thrive in ambiguous environments
- Strong verbal and written communication with internal and external stakeholders
- Analytical proactive problem solver with a focus on outcomes
- Experience identifying risks and establishing robust controls
- Advanced knowledge of the payments industry, disputes, and Managed Services product lines
Responsibilities
- Respond promptly and professionally to all client inquiries ensuring timely efficient resolution of concerns
- Provide clear regular status updates on open inquiries through to full resolution
- Deliver thorough demonstrations of client facing applications to drive effective feature adoption and usage
- Offer comprehensive service overviews and confidently address client questions about offerings
- Tailor presentations to the unique needs priorities and interests of each client
- Serve as the primary point of contact for escalations driving swift satisfactory outcomes
- Manage billing related inquiries explain charges clearly and resolve discrepancies quickly
- Build and maintain positive relationships by addressing concerns with empathy clarity and professionalism
- Monitor and manage key Net Promoter Score NPS drivers to improve satisfaction and loyalty
- Route NPS related issues to the appropriate teams and oversee end to end escalation handling
- Investigate client complaints to identify root causes and collaborate with partner teams to implement effective corrective actions
- Follow up diligently to confirm issues are fully resolved and clients are satisfied with the outcome
Skills
Client Communications
Issue Triaging
NPS Management
Client Demonstrations
Escalation Management
Billing Inquiries
Relationship Building
Status Updates
Service Overviews
Tailored Presentations
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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