Bilingual Client Care Support - Contact Center

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

The Customer Care Support will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders’ needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service. This position is located in Bogota, Colombia.

Specific Responsibilities will include:

• Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude

• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.

• Actively listen and probe to figure out nature of each call and determine the appropriate action(s) to complete the call.

• Multi-task across several computer programs to respond to customer inquiries.

• Utilize all tools to properly support, action and document all related questions and needs.

• Accurately update and maintain cardholder data in appropriate databases.

• Collaborate with peers to help cardholders, provide thought-leadership, and inspire both customers and peers in a diverse business environment.

• Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.

• Manage sensitive data

• Maintain confidentiality

• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.

• Willing to Work On-site

TRAINING:

• Full schedule availability is required.

• Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities, and on-the-job training

• Employees attending training are expected to meet Visa’s established standards for performance, attendance, and conduct.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications:

• 1 or more years of work experience
• Must speak English and Spanish 
• At least 2-3 years of contact center experience.
• Punctual, regular and consistent attendance.
• Experience in roles such as Support, Pre-sales, and Project Management in the financial services, payment industry, software, or information services.
• Experience in client-facing accountability in the payments industry.
• Experience in bankcard operations, supporting highly complex clients and/or services.
• Experience in negotiating with and influencing clients and staff at the working level.
• Experience in working in a highly regulated financial environment.
• 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.

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.