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Visa // credit cards
   Posted: Friday, July 05, 2019
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  Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & 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 & 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, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

Job Scope:
This role is an individual contributor with a primary focus on execution. This position is at a developing professional level & solves a range of straightforward problems/analyzes possible solutions using standard procedures. This position receives a moderate level of guidance & supervision.

  • Aid the department manager in monitoring daily departmental operations & achieving quality service level standards.
  • Plan work schedules for around-the-clock operations, assign staff to accomplish daily work by providing for variations in workload, & actively participate in all CSA functions when necessary.
  • Review skills gaps & make recommendations to Management.
  • Assist with departmental operations & ensure that a high level of professional service is provided by training & retraining operators, monitoring call quality & following up on any complaint received by the center, issuing banks or VISA.
  • Monitor & analyze key call center metrics, escalate issues to manager.
  • Research & analyze transaction patterns & react quickly to high-risk situations.
  • Adhere to established customer service procedures & guidelines while providing quality customer service in order to meet & exceed department standards.
  • May provide feedback for development of training program or training program updates.
  • Serve as escalation point for complex calls requiring advanced knowledge of all product lines.
  • Participate in coaching & employee development activities.
  • Typically requires a minimum of 2-4 years' experience in a customer service environment. Some experience leading people preferred.
  • Minimum of one year experience as a CSR or above is required.
  • Solid leadership & decision-making ability, able to demonstrate a business presence appropriate for client contact & staff interaction, & must possess a sound foundation in the customer assistance service industry.
  • Must possess a clear speaking voice & strong verbal communication skills.
  • Ability to multi-task & make decisions quickly based on the customer's needs.
  • Ability to handle difficult calls in a professional manner.
  • Ability to prioritize & balance workload across multiple sites
  • Requires accuracy & attention to detail.
  • Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
  • Advanced knowledge of the payments business & VISA operating procedures. Advanced knowledge of all Visa product lines specifically within DPS area of the contact center
  • Ability to work as part of a team.
  • Proficiency in Microsoft Office products & technically proficient in database management.
Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

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