Client Care Analyst - GCR Mandarin Speaking
Client Care Analyst - GCR Mandarin Speaking
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1 Vacancy
Job Description
- Manage activities requests for support and information and operational issues for Visas Global clients and processors in a 24x7 support model.
- Manage client inquiries using case management tool email and/or live chat support service.
- Efficiently manage several case types such as but not limited to New Pending Followups & Email activities.
- Collaborate and/or liaise with Visa internal groups to meet clients needs aligned with the organizations Case Management procedure while delivering world class client experience.
- Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
- Involve in identifying key process improvements and client training/retraining opportunities based on inquiry trends and any operational painpoints.
- Provide expanded support to drive improved learning thru training session and mentoring to new hires and peers.
- Participate in periodical meetings with regional counterparts to upscale knowledge handoff and sustain alignment between groups.
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 23 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.
Qualifications :
Bachelors degree with a 35 years work experience in payment industry field.
Have a good understanding on Visa Payment system or similar payment flow.
Solid background on case management tool live chat and voice support.
Expert understanding of payment industry terms and standards like BID BINS Treasury Authorization Clearing and Settlement.
Good understanding of new payment methods and understand like Visa Secure 3DS Tokenization and mobile payment.
Understanding and experience in Visa Tools like VOL VROL CORE&CONFIG Client Profile Edit Package is an advantage
Good technical and troubleshooting skills using Windows and Mainframe.
Excellent time management organization and planning skills are essential.
Able to set priorities influence others and manage customer expectations.
Demonstrated success in customer relationship management.
Selfstarter with a demonstrated ability to achieve results as part of an effective team and ability to prioritize and multitask under deadlines.
Excellent verbal written and interpersonal skills are required. Mastery of the English language required.
Flexibility in work schedule for 24x7 support operations
Fluency in Chinese Mandarin language is required: Spoken & Written
Additional Information :
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
