client care analyst - bilingual spanish- PortugueseVisa

Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Manage activities, requests for support and information, and operational issues for Visa's Global clients and processors in a 24x7 support model.
Manage client inquiries using case management tool, email, and/or live chat support service.
Efficiently manage several case types such as but not limited to New, Pending, Follow-ups & Email activities.
Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience.
Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
Involve in identifying key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
Provide expanded support to drive improved learning thru training session and mentoring to new hires and peers.
Participate in periodical meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Bachelor's degree with a 3-5 year's work experience in payment industry field.
Have a good understanding on Visa Payment system or similar payment flow.
Solid background on case management tool, live chat and voice support.
Expert understanding of payment industry terms and standards like BID, BINS, Treasury, Authorization, Clearing and Settlement.
Good understanding of new payment methods and understand like Visa Secure, 3DS, Tokenization and mobile payment.
Understanding and experience in Visa Tools like VOL, VROL, CORE&CONFIG, Client Profile, Edit Package is an advantage
Good technical and troubleshooting skills using Windows and Mainframe.
Excellent time management, organization, and planning skills are essential.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated success in customer relationship management.
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritize and multi-task under deadlines.
Excellent verbal, written, and interpersonal skills are required. Mastery of the English, Spanish and Portuguese language required.
Flexibility in work schedule for 24x7 support operations
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.
Visa

Pasay City, Metro Manila
Permanent
Full-time