Customer Service Representive (Bilingual)

**Customer Service Representive (Bilingual)**

Client Services & Support

Full-time

Date: Job Number: REF39347C **Company Description**

**About Visa:**

As the worlds leader in digital payments technology, Visas mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The companys dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

**Youre** an Individual. **Were** the team for you. **Together**, lets transform the way the world pays.

**Job Description and Responsibilities**

Client Care provides industry-leading operational support to Visas 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. The team also provides support for Visas DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visas clients, providing expertise to support and successfully grow their business.

Very few companies can offer its employees the global reach that Visa does. Thats the power of Visas 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 Worlds 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 Customer Service Associate will be part of our World-Class Customer Support team where you will be responsible for supporting card holders 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.

**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 an 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

**Position Details:**

* $21.50 hourly rate, 12% differential for applicable shifts, along with quarterly bonuses and an annual review of compensation

* Paid 4-week training. Training schedule is Monday-Friday 9:00am-6:00pm

* Shifts times vary from 00:00am to 11:59pm 7 days a week

* 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 for every $1 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)

* 11 paid holidays per year

* 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

**Training:**

* Paid 4-week training starting TBD, 9:00 am - 5:30 pm Monday - Friday

* Full schedule availability is required

* You must successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training

* Employees attending training are expected to meet Visas established standards for performance, attendance and conduct

**Work Schedule:**

* Direct hire (not contract) Schedules are determined at the time of offer. Hours of operation are between 00:00AM 11:59PM, 7 days a week

* Our customers rely on us to be available to meet their needs every day, including weekends and holidays

* 8 hour shifts / 5 days per week which includes either a Saturday or Sunday shift and another day off during the week

* Youll earn holiday pay when you work on a Visa holiday (11 holidays per year)

**Qualifications**

**Basic Qualifications**

* Must have a High School diploma or equivalent

* Must be fluent in English and (Spanish or French)

**Preferred Qualifications**

* 1 or more years of work experience

* Prior experience in call center, financial industry, ecommerce, or technical environment is 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 be able to have meaningful conversations that will lead to merchant loyalty and reduce merchant attrition

* Must have punctual, regular and consistent attendance

**Additional Information**

**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 pro