The Team
Global Client Resolution (GCR) works with issuers, acquirers, processors, merchants, fintechs, and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information, and operations. This includes day-to-day operations and product support, internal client support, and customer performance reporting using Visa tools.
The Role
This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations.
Responsibilities
• This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.
• Manage activities, requests, and inquiries for support and information thru various case management tools which includes but is not limited to emails, chat, calls, etc.
• Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Visa Account Executives, and other internal organization as needed.
• Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)
• Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
• Identify key process improvement and opportunities based on inquiry trends and any operational pain-points and improve service delivery.
• Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
Tools Used
• Outlook365 and Shared Mailbox
• MS Office (SharePoint, MS Teams, Excel, Word, Powerpoint)
• Microsoft Dynamics/OneCRM
• Genesys/IWS
• Visa Online and other internal tools
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
