Position Summary
Global Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.
Job Scope
This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with guidance only in complex and unconventional situations.
Responsibilities
- Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model using shared services best practices to align with client and internal expectations.
- Manage client inquiries using case management tool, live chat or voice support service.
- Coordinate input from clients and internal organizations as needed. Perform work with a high degree of excellence, maintaining established service level objectives for completion.
- Manage an efficient and timely process, ensuring proper documentation for audit purposes.
- Identify key process improvement and client training/retraining opportunities based on inquiry trends and any operational pain-points
- Identify opportunities to improve forms, processes, and hand-offs to expedite and improve service delivery
- Deliver timely and accurate monthly reports to global and regional stakeholders, identifying and speaking to any variances and trends.
- Manage documentation in SharePoint, Microsoft Dynamics, and other data repositories.
- Build and enhance positive working relationships with internal and external stakeholders.
- Must be able to take the initiative to resolve problems and meet deadlines for assigned work, coordinating and collaborating with internal Visa resources to ensure delivery on commitments.
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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
