Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

• Respond to inbound telephone calls, many of the calls will generate an outbound call regarding information on aspects of multiple Visa products, including, but not limited to, following up on emergency card and cash services
• Answer general customer service questions from cardholders, explain multiple program features, 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 in order to meet and exceed department standards
• Provide general information and support on any VISA related topic or product and direct the customer accordingly
• Update and maintain cardholder data in appropriate databases
• Use several computer programs to respond to customer inquiries
• Document cases to show action taken
• Serve as escalation point for calls requiring advanced knowledge of product line
• Act as peer mentor to customer service associates
• Support new trainees during their transition to the production floor
• Handle escalated calls from customers in an effective manner
• Handle assistance calls from peers

• Requires a minimum of 6 years’ experience in a customer service environment
• A minimum of 3 years in a Contact Center environment
• Must possess a clear speaking voice and strong verbal communication skills
• Ability to handle difficult calls in a professional manner
• Take personal ownership to resolve a customer issue
• Requires accuracy and attention to details
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Knowledge of the payments business preferred
• Ability to learn and adjust quickly to changes in process
• Foster positive work environment
• Escalate issues related to customer inquiry or other in a timely manner, and appropriately
• Quickly respond to Manager/Lead request to support workload redistribution
• Ability to provide clear direction to Customer Service Representatives and Associates
• Manage sensitive data
• Maintain confidentiality
• Flexible
• MUST BE FLUENT IN BOTH ENGLISH & JAPANESE

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

All your information will be kept confidential according to EEO guidelines.