Client Care Associate - Managed Services

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Serves as the centralized single point of contact for all client communications streamlining support workflows and ensuring consistent timely responses

This role elevates client satisfaction by efficiently triaging and resolving inquiries and complaints coordinating cross functional follow through and providing clear status updates

By actively capturing feedback and managing key Net Promoter Score NPS drivers the associate strengthens relationships builds loyalty and encourages positive referrals that support new business growth

Responsibilities:

• Respond promptly and professionally to all client inquiries ensuring timely efficient resolution of concerns
• Provide clear regular status updates on open inquiries through to full resolution
• Deliver thorough demonstrations of client facing applications to drive effective feature adoption and usage
• Offer comprehensive service overviews and confidently address client questions about offerings
• Tailor presentations to the unique needs priorities and interests of each client
• Serve as the primary point of contact for escalations driving swift satisfactory outcomes
• Manage billing related inquiries explain charges clearly and resolve discrepancies quickly
• Build and maintain positive relationships by addressing concerns with empathy clarity and professionalism
• Monitor and manage key Net Promoter Score NPS drivers to improve satisfaction and loyalty
• Route NPS related issues to the appropriate teams and oversee end to end escalation handling
• Investigate client complaints to identify root causes and collaborate with partner teams to implement effective corrective actions
• Follow up diligently to confirm issues are fully resolved and clients are satisfied with the outcome

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

• Minimum of 6 months of work experience or a Bachelor's Degree
• Proven expertise with DPS Contact Center processes and experience handling high volumes of client support inquiries
• Demonstrated ability to manage and resolve client complaints, including root cause analysis
• Advanced Excel proficiency, ideally as a power user
• Ability to communicate DPS procedures effectively during client listening sessions, providing real time business aligned responses
• Experience researching and resolving escalated cases in partnership with client support teams

Preferred Qualifications:

• 2 or more years of work experience
• Background in data analysis and analytics using Tableau, Power BI, or similar tools
• Excel power user skills with complex datasets, pivot tables, slicers, and dashboards
• Experience leading process improvement and continuous improvement initiatives
• Success collaborating with cross functional stakeholders and managing projects
• Lean Six Sigma certification, Green Belt or higher, strongly preferred
• Familiarity with process mapping tools such as Visio
• Ability to work independently and thrive in ambiguous environments
• Strong verbal and written communication with internal and external stakeholders
• Analytical proactive problem solver with a focus on outcomes
• Experience identifying risks and establishing robust controls
• Advanced knowledge of the payments industry, disputes, and Managed Services product lines

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 52,700.00 to 66,350.00 USD per year, 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.