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

Visa operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. Visa facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.   

We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. Visa's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.  

Position Summary 

The Global Customer Care Services (GCCS) has four customer care centers located in Baltimore, Denver, Panama and Singapore, as well as five distribution centers located in Maryland, Kentucky, Germany, two in Singapore and one, soon to be open, in Sydney. The customer care centers operate globally, 24 x 7, supporting more than 10 languages and handling over 18 million customer contacts per year.   

Job Scope 

This role is an individual contributor that receives detailed instruction and is responsible for completing work according to well defined policies and procedures.  This position is at an entry level and is responsible for applying general office or business skills and providing support to other staff.   

Responsibilities  

• Respond to inbound telephone calls and may generate outbound calls regarding information on aspects of Visa products.
• Evaluate and determine the nature of each call and determine the appropriate action to complete the call.
• 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.

• Must have punctual, regular and consistent attendance.
• Customer service experience required; Prior experience in contact center, financial industry or ecommerce environments is strongly preferred.
• Demonstrated commitment to quality and customer service based on the customer’s needs.
• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Requires efficiency, accuracy and attention to detail.
• Computer experience within Windows environment as well as ability to navigate the internet, utilize computer shortcut functions, and navigate through multiple program platforms.

What you get for working at Visa:
• A contact center environment filled with amazing people and incredible career opportunities
• Fun, rewarding work environment with on-site cafeteria, unlimited beverages, gym, game room and free parking.
• Competitive base pay along with quarterly bonuses that are based on maintaining attendance, schedule adherence, and quality plus shift and language differentials if applicable.
• You could be eligible for your first raise in as little as 6 months
• Medical, Dental and Vision insurance from day 1.
• 401(k) with a company match, also from day 1 (You put in $1.00, we put in $2.00).
• Generous paid time off (21 days to start)
• Education Assistance, Adoption Assistance, and Commuter Assistance.

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.