Client Care Associate - Global Client Resolution
Client Care Associate - Global Client Resolution
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1 Vacancy
Job Description
Job Description
This is a midlevel professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist working independently with minimal guidance in complex and unconventional situations.
Responsibilities
This role administers the business processes related to client onboarding offboarding reporting and ongoing management of client and users that the GCR Team caters to.
Manage activities requests and inquiries for support and information thru various case management tools which includes but is not limited to emails chat calls etc.
Manage enrollment client setup and deactivation process by closely coordinating with clients Client Success Product and other internal organization as needed.
Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
Deliver consistent highquality work to ensure an excellent client experience.
Perform work with a high degree of excellence and accuracy maintaining and fulfilling service level objectives with best practice and process applied.
Identify key process improvement and opportunities based on inquiry trends and any operational painpoints to improve service delivery.
Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team members.
Participate in regular team meetings to share insights discuss challenges and contribute to team strategies.
Manage documentation in SharePoint Microsoft Dynamics/OneCRM and other data repositories.
Build and enhance positive working relationships with internal and external stakeholders.
Contribute to team efforts by accomplishing related tasks as needed.
Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
Demonstrate flexibility in schedule changes willingness to work a flexible schedule to include weekends possible holidays and overtime when needed. (24/7 operations rotating and shifting schedules)
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 or equivalent work experience required and 3 years relevant work experience.
Fundamental knowledge of Visas ecosystem business processes and system services.
Must be able to take the initiative to resolve problems and meet deadlines for assigned work.
Must be comfortable thinking outside of the box and demonstrating innovative thinking as well as smart risk taking.
Excellent time management organization and planning skills are essential.
Selfstarter with a demonstrated ability to achieve results as part of an effective team. Ability to prioritize effectively and multitask under strict deadlines.
Able to set priorities influence others and manage business expectations.
Demonstrated success in client relationship management.
Excellent English verbal written and interpersonal skills are required.
Experience using standard MS Office tools (e.g. Excel PowerPoint Word Visio etc.).
Ability to support Visa Clients during US/LAC/EU/AP/CEMEA business hours as needed
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
