Sr. Client Care Support

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

• Manage sensitive customer and account information while ensuring the accurate and efficient end-to-end fulfillment of Emergency Card and Emergency Cash requests.
• Serve as the primary point of contact for customers requiring emergency assistance, providing timely support and resolution during critical situations.
• Provide status updates and follow-through on Emergency Card and Emergency Cash requests, ensuring customers are informed throughout the fulfillment process.
• Coordinate and facilitate the seamless delivery of emergency services by collaborating with customers, financial institutions, and internal stakeholders.
• Utilize multiple systems, applications, and communication channels to effectively manage customer inquiries and service requests.
• Maintain a high degree of accuracy, attention to detail, and compliance when processing emergency service transactions.
• Take ownership of customer issues and drive them to resolution while delivering an exceptional customer experience.
• Ensure the timely setup and fulfillment of Emergency Card replacements and Emergency Cash disbursements upon receipt of bank authorization and approval.
• Respond promptly, professionally, and effectively to customer requests while consistently meeting established quality, productivity, and service level expectations.

Qualifications

• Must be a current member of the MSOFS Contact Center Group.
• Must have no active Corrective Action on record.
• Demonstrated outstanding performance in a Contact Center Support role, consistently meeting or exceeding quality, productivity, and customer experience expectations.
• Must be trained and actively handling CIS calls.
• Must have successfully completed all required Contact Center training programs, including:
  • CIS
  • VTS DPS
  • VTS Non-DPS
  • HCCS
  • Falcon
  • VBV
• Possesses excellent verbal communication skills with a clear, confident, and professional speaking voice.
• Demonstrates the ability to effectively manage challenging customer interactions across phone, email, and chat channels while maintaining professionalism and composure.
• Proven ability to manage multiple service requests simultaneously while adhering to established service levels and turnaround times.
• Exhibits strong adaptability and the ability to quickly learn and adjust to evolving processes, tools, and business requirements.
• Demonstrates flexibility to accommodate schedule changes based on business and operational needs.
• Demonstrates flexibility to support assignment changes, including transitions to different lines of business, as required.

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.

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