Client Care Associate

Job description

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

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:

• Administer business processes related to client onboarding, offboarding, reporting, and ongoing management of clients and users supported by the GCR team.
• Manage activities, requests, and inquiries for support and information through case management tools (including but not limited to email, chat, and calls).
• Manage enrollment, client set‑up, and deactivation processes by coordinating closely with clients, Client Success, Product, and other internal teams as needed.
• Understand and troubleshoot issues, clearly assess complexity and escalate timely and appropriately.
• Deliver consistently high‑quality work to ensure an excellent client experience, meet service level objectives with best practices and processes applied.
• Identify process improvements and opportunities based on inquiry trends and operational pain points to enhance service delivery.
• Collaborate with analysts and leadership to develop and deliver training materials for new hires and continuous learning for existing team members.
• Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.
• Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
• Contribute to team efforts by accomplishing related tasks as needed.
• Provide client support in Mandarin and English across chat, email, and phone channels for global clients.
• Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
• Demonstrate flexibility in schedule—willingness to work a flexible schedule including weekends, possible holidays, and overtime when needed (²⁴⁄₇ operations, rotating/shifting schedules).
• Responsible for providing comprehensive support across six Primary Enrollment Products, Basic Core Skills, and Chat Scope, with proficiency assisting customers via phone, email, and chat.

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

Qualifications

• Bachelor’s degree or equivalent work experience, 3 years’ relevant experience.
• Strong client support experience across chat, calls, and email.
• Preferably knowledgeable about Visa’s ecosystem, business processes, and system services.
• Demonstrated initiative in problem solving and meeting deadlines for assigned work.
• Comfortable thinking outside the box, demonstrates innovative thinking and smart risk‑taking.
• Excellent time management, organization, and planning skills.
• Self‑starter with a track record of achieving results as part of an effective team, able to prioritize and multi‑task under strict deadlines.
• Able to set priorities, influence others, and manage customer expectations.
• Demonstrated success in customer relationship management.
• Excellent English verbal, written, and interpersonal skills.
• Must be fluent in Mandarin (spoken and written) to support global client interactions.
• Ability to provide client support across multiple regions and time zones.
• Experience with standard MS Office tools (e.g., Excel, PowerPoint, Word, Visio).

Additional Information

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.