Client Care Associate

Visa, Lehi UT, US

Everywhere you want to be

Duration: Full-Time

The Loyalty and Solution Associate will be part of our World Class Customer Support team and will be responsible for building brand loyalty, understanding our value-added services and pricing models, and retaining our merchant base by educating our merchants on the value of their gateway and the offers available to them.

Mission Statement:

The Merchant Loyalty and Solutions Team provides global support aiming to deliver tailored solutions, protect business revenue, and collaborate with internal departments to build long-term merchant loyalty.

Specific Responsibilities will Include: 

  • Provide World Class Client Service to Merchants by supporting the Retention, Merchant Acquiring, and Chat Closure queues

  • Merchant Acquiring interactions consist of billing inquiries, credit card and echeck funding concerns, credit card and echeck limit increases, statement and reconciliation support, and general account updates 

  • Educate merchants on the benefits of Authorize.Net and if necessary, negotiate fees, review acquiring options and make offers to save business as applicable 

  • Implement account saving techniques and solutions

  • Handle all data extractions requests by phone and case creation to proactively boost merchant loyalty. 

  • Support loyalty initiatives from Sales department

  • Provide coaching and development to representatives regarding their interactions with merchants                     

  • Understand the Loyalty and Solution processes and act as a subject matter expert as needed

  • Highly involved in process improvements regarding any procedures regarding the merchant experience or product enhancement, particularly as it pertains to merchant attrition

  • Support Manager with projects specific to their business lanes 

  • Associate positions may provide support Monday through Sunday 5:00am-8:00pm 

  • Scheduling will be determined upon filling positions

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.

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

  • Tenure as a Sr. CSR required.
  • Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required
  • Customer service skills including call de-escalation techniques and a commitment to quality service
  • Self-motivated with the ability to work within a team and independently
  • 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
  • Must have punctual, regular and consistent attendance

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

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.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind 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 and scale to reshape the future of commerce.

Want to learn more about Visa? Visit Visa's website.