Sr. Client Care Support (Bilingual - Japanese & English) 2nd Shift

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.

Client Care provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally.

Client Care is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

Global Customer Assistance Services (GCAS) Operations provides emergency services to Visa cardholders around the world in more than 30 languages. Our services include emergency card replacement, emergency cash disbursement, reporting of lost or stolen cards, and general inquiries about benefits associated with different types of Visa cards. GCAS also supports Financial Institutions that access Visa Online (VOL) by granting access to content and applications, resetting passwords, and providing general information.

Very few companies can offer its employees the global reach that Visa does. That’s the power of Visa’s “My everywhere” – a big brand with limitless possibilities. Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world. Visa was recently recognized by Forbes as one of the Best Employers in the U.S. and Fortune magazine highlighted us as one of the World’s Most Admired Companies. Everything we do is driven by our leadership principles: 

Lead by Example, Communicate Openly, Enable and Inspire, Excel with Partners, Act Decisively, and Collaborate.

The Sr. Client Care Support Representative will be part of our World-Class Customer Support team where you will be responsible for supporting card holder’s needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service. 

Position Shift - 12:00 pm -8:30 pm (Days off Tuesday & Saturday)

Specific Responsibilities will include:

• Demonstrate consistent, and reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude
• Meet KPIs and other existing potential new KPIs as deemed necessary by the business.
• Respond to incoming customer request quickly, proficiently, and professionally while meeting specific quality expectations
• Actively listen and probe to determine the nature of each call and determine the appropriate action(s) to complete the call
• Multi-task across several computer programs to respond to customer inquiries
  Utilize all tools to properly support, action, and document all related questions and needs
• Accurately update and maintain cardholder data in appropriate databases
• Collaborate with peers to help cardholders provide thought-leadership and inspire both customers and peers in a diverse business environment
• Collaborate amongst the different Line of business as required by the business
  Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment

Additional Responsibilities:

• Respond to incoming cardholder requests quickly, proficiently and professionally while meeting specific key performance indicators
• Provide services on a variety of request not limited to lost/stolen card replacement, fraud prevention, technical support for mobile apps as well as other various account related services
• Commitment to client experience by delivering results based on client feedback as well as internal quality expectations
• Increasing product knowledge will be required in order to continue to provide a work class experience to callers

Visa Client Care is a 24x7 operations. Role will require flexibility in scheduling

Position Details:

• Competitive start rate with shift differential along with quarterly bonuses and an annual review of compensation
• Extensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period
• 401k plan with company 2 to 1 match (2 dollar for every dollar you contribute up to 5% of your base pay for a total of 10%)- always fully vested
• Generous paid time off (21 days for years 1-5, and increases after that)
• 12 paid holidays per year & 1 Floating Holiday
• Education assistance, adoption assistance, and commuter assistance
• Rewarding environment with opportunity for career advancement
• Employee stock purchase program allows employees to purchase Visa stock at a 15% discount

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office every Tues/Wed/Thurs, with the other two days (Mon, Friday, Saturday and/or Sunday) working from home. The current general guidepost is working in the office 60% or more of the time based on business needs, and is subject to change based on our business needs.

Basic Qualifications:

• Must have a High School diploma or equivalent or relevant work experience
• Fluency in English AND Japanese (Written and Spoken)

Preferred Qualifications:

• 1 or more years of work experience
• Prior experience in call center, financial industry, ecommerce, or technical environment is preferred
• 1 year contact center experience highly preferred
• Demonstrated commitment to the businesses key performance indicators and exceptional customer service
• Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving, and multi-tasking skills required
• Must have punctual, regular, and consistent attendance

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is USD $47,840 ($23.00 per hour) +12% Shift Differential, Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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