About Us
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
Job Summary
Specializes in responding, resolving, and supporting external or internal customer or client issues. Investigates, analyzes, and solves transaction, billing, technical, and/or contract issues. Requires knowledge of the firm’s products and services. May use multiple contact channels with customer or client (phone, email, chat, social media). All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key
Responsibilities
Monitor and respond to client inquiries via designated channels within established timeframes. Provide guidance on the use of Visa VAS Essentials tools, focusing on functionality and tool navigation. Track and report on response times and inquiry volumes using manual spreadsheets and internal tools. Escalate complex or out-of-scope inquiries to specialized teams for resolution. Participate in business reviews and reporting cycles, including metrics such as average wait time and volume of requests. Maintain logs of client interactions and submit performance summaries for quality assurance. Collaborate with internal teams to ensure compliance with Visa’s security and data handling standards.
Qualifications
Basic
Qualifications
Minimum of 6 months of work experience or a Bachelor's Degree.
Experience
in monitoring client performance and responding to customer care inquiries.
Experience
in using fraud screening and transaction management tools.
Experience
in tracking and reporting performance metrics.
Experience
in maintaining logs and submitting performance summaries.
Experience
in collaborating with internal teams for compliance.
Experience
in using manual spreadsheets and internal tools.
Experience
in escalating inquiries to specialized teams.
Experience
in participating in business reviews and reporting cycles.
Experience
in providing guidance on tool functionality and navigation.
Preferred Qualifications
2 or more years of work experience.
Experience
in customer support, fraud operations, or risk analysis. Bachelor’s degree in Business or related course.
Experience
in managing multiple client accounts simultaneously and prioritizing tasks effectively. High attention to detail and commitment to meeting service level agreements (SLAs). 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. If you thrive on rapid growth and enjoy working alongside positive, driven teammates, you’ll feel right at home here. Help us to uplift everyone, everywhere. Whether you’re starting your career, pushing your capabilities or are a seasoned professional, learn how we can partner to reimagine the world. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. Our evolving technology keeps us at the heart of the digital economy, connecting people to 80+ million businesses worldwide. Backed by a resilient, proven model, our expanding network fuels growth—for Visa and for your career. Your journey starts here — discover how we hire Ready to take the next step? Learn more about life at Visa, explore our hiring process and get first-hand insights by hearing directly from our recruiters about what to expect. Apply with confidence today! Learn our recruiting process