Client Care Associate - Cybersource (3Rd Shift)

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

The CyberSource L2 Associate (3rd shift) will be part of our world class Client Care team and will be responsible for supporting the business and technical needs of our growing merchant and partner base.

The role involves significant interaction (email, phone, and support case) with our merchants and partners, along with various internal teams. CyberSource L2 Associates must be able to quickly identify and resolve technical problems ranging from network issues, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques.

The person must be a great teammate, with the ability to deliver results in a dynamic and ever-changing environment with excellent communication and time management skills.

This position is on the overnight shift and is a remote position. The position requires availability for weekday, weekend, and holiday work shifts, depending on business need.

Responsibilities:

• Evaluate the nature of each call and determine the appropriate action to resolve the issue
• Adhere to established Client Care procedures and guidelines, while providing quality customer service to meet and exceed department standards
• Provide exceptional customer facing skills and service to our merchants and partners via inbound email, phone, and support case interactions
• Takes pride and fulfillment in assisting merchants and partners daily
• Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions
• Create, edit, and manage merchant and partner cases using an internal ticketing system (Dynamics)
• Respond to incoming merchant and partner requests by striving towards one call resolution, while addressing multiple merchant and partner needs, while following quality expectations

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Qualifications

Basic Qualifications

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

Preferred Qualifications

• Must have punctual, regular, and consistent attendance
• Ability to multi-task, continually re-prioritize cases and work under various constraints
• 2 or more years of work experience
• 3+ years of customer service experience
• Self-motivated with the ability to work within a team and independently
• Customer service skills including call de-escalation techniques and a commitment to quality service
• Strong troubleshooting skills
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving, and multi-tasking skills required
• Ability to quickly identify problems and then take appropriate action to solve, including effective communication skills to wide audiences
• Adapts easily to shifting priorities and challenges
• Tenure as a senior customer service representative required

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 51000 to 61200 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.