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Company Description

Fascinated by the future & captivated by technology?

Smart, driven & want to make a difference in the world?

You'll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let's transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable & secure digital payment network that enables individuals, businesses & economies to thrive.

Individuality fuels our brand & our global team - we're proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives & experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it's taking advantage of agile work schedules or our wellness programs, Visa respects & encourages meaningful work/life balance for everyone.

So, if you're not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

If you are passionate about working with clients & keen to support Visa as a Client Support Analyst, we want to hear from you - together, let's make Visa a great place to work.

Job Description

What's it all about?

Client Support is the first point of contact into Visa covering all systems, services, products & policies & provide in depth technical support to quickly address any questions or issues raised.

We collaborate & liaise with various 3rd Line departments across the business to provide seamless end to end support to our clients & internal stakeholders.
Currently supporting 4500+ organizations over 37 countries, we cover 8 languages over the phone: English, French, German, Italian, Polish, Portuguese, Spanish & Turkish.

What we expect of you, day to day.

  • Acts as a key point of contact for a breadth of client queries (all Visa services, systems, products & policies) & complaints.

  • Identifies the clients' requirements & provides appropriate solutions, escalating more complex or sensitive issues.

  • Provides support to clients to agreed standards of efficiency & quality.

  • Demonstrates good knowledge of all Visa products & policies to ensure quality client issue resolution & client satisfaction.

  • Effective & excellent written & verbal communication skills

  • Creates & delivers presentations to the external client & represent the Visa Brand effectively.

Provides out of hours support during Incidents ensuring internal & external stakeholder communication is up to date.


What we're after

  • Ability to work effectively as part of a team & individually (self-starter).

  • Accepts responsibility for own workload management & escalates / seeks advice & guidance where required.

  • Robust analytical thinking skills.

  • Ability to make decisions based upon information available, present recommendations & deal with moderate challenges.

  • Recognises & highlights any service enhancement opportunities (i.e. identifying faults with processes which are affecting client satisfaction) to enhance client experience.
    Relationship Management (internal, external)

  • Client focused ethos with the ability to interact across all management levels.

  • Build, develop & maintain effective relationships with stakeholders including other areas of the company to ensure items are resolved to client expectations.

  • Strong verbal & written influencing skills.

  • Takes ownership through to problem resolution.

  • Assesses urgency of item & completes analysis & problem solving techniques.

  • Strong multi-tasking skills & attention to detail.

  • Desire to embrace change, successfully adapting to changing demands & conditions.

Essential Criteria

  • Experience in banking or financial services industries or a technical support role

  • Fluency in Portuguese is essential.

  • Analytical, resourceful & persistent problem solver

  • High level of communication skills both verbal & written

  • Passion for client service - proven experience of working in a client-focused environment

  • Appetite for learning - ability to grasp & understand information & systems quickly, has to pass exam having attended an 8 weeks training course

Additional Information

Think you have what it takes?

If you are interested in a career that will challenge & inspire you - we'd love to hear from you!

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it's the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture & background, fight for important initiatives like Equal Pay & actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds & perspectives of our worldwide teams, Visa is a better place to work & a better business partner to our clients.

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