Job Description
- Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude.
- Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
- Collaborate with peers to help cardholders, provide thought-leadership, and inspire both customers and peers in a diverse business environment.
- Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.
- Evaluate the nature of each call and determine the appropriate action to complete the request.
- Answer general customer service questions from cardholders, explain multiple program features via VOICE/EMAIL/Chat, and where appropriate, transfer the customer to the issuing bank to obtain specific account information or transfer the customer to an appropriate Third Party Service Provider.
- Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
- Provide general information and support on any VISA related topic or product and direct the customer accordingly.
- Provide status update on Emergency Card and Cash requests when customer calls to follow up.
- Ensure smooth delivery set up of Emergency card and disbursement of Emergency cash upon receipt of approval from the banks.
- One Stop Fulfillment of Emergency service with customer and their banks
- Use several computer programs to respond to customer inquiries.
- Document cases to show action taken.
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
