Technical Client Care Associate

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

The Client Care Associate specializes in responding, resolving, and supporting external or internal customer or client issues. This role investigates, analyzes, and solves transaction, billing, technical, and contract issues, requiring knowledge of the firm’s products and services. Associates may use multiple contact channels with customers or clients, including phone, email, chat, and social media.

All roles require digital fluency, including the ability to work with emerging technologies such as Microsoft Office 365 (e.g. Word, Excel, Powerpoint), and Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.
Key Responsibilities

• Configure, maintain, and deactivate Verifi services for new and existing clients
• Monitor service performance, alerts, imports, processing, and outages; investigate, communicate and resolve identified issues
• Manage client inquiries via phone and support cases, ensuring resolution within established service levels (SLAs) and client expectations are met
• Troubleshoot service, connectivity, and transaction-related issues while coordinating with internal stakeholders as needed
• Escalate complex issues and serve as an advanced support resource for client-facing teams
• Create and distribute approved client communications, including maintenance notices and incident reports
• Analyze transaction and service trends to identify risks, operational impacts, and improvement opportunities
• Support queue management, daily operational monitoring, service quality objectives, and process improvement initiatives
• Contribute to team training, coaching, knowledge management, and employee development efforts
• Fulfill on-call responsibilities and perform other duties as assigned

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• Associate: Minimum of 6 months of work experience or a Bachelor's Degree
  

Preferred Qualifications:

• Associate: 2 or more years of work experience
• 2-5 years of experience in the fintech, B2B, or digital solutions suite industry
• Experience in customer service or client support roles, specifically handling payment processing and service configurations
• Experience conducting welcome calls and client onboarding
• Soft Skills:
• Excellent written, oral, and interpersonal communication skills.
• Strong problem-solving, strategic and analytical abilities
• Proficient time and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proven ability to de-escalate challenging situations and maintain a calm and professional demeanor while addressing client concerns
• Ability to work collaboratively in a team setting, as well as independently when required
• Ability to escalate issues appropriately and follow through on client inquiries to ensure SLAs and client expectations are met
• Strong customer orientation with a focus on providing a positive client onboarding experience
• Availability to work designated shift
• Willingness to take on occasional on-call responsibilities
• Must have a stable internet connection and a suitable remote work environment to perform duties effectively
• Ability to work at a desk for extended periods, typically 8 hours per shift.

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.