Client Care Associate

Visa•Atlanta, GA

11d•Hybrid

About The Position

Currently hiring for a collaborative team-oriented Client Care Associate to support our clients. In this role, you will be responsible for developing creative solutions by researching and responding to basic and complex inquiries from internal and external clients regarding Verifi business unit’s dispute products and services.

Requirements

Minimum of 6 months of work experience or a Bachelor's Degree
Must have a High School diploma or equivalent or relevant work experience
Understanding of and ability to meet department Service Level Agreements (SLA)
Flexible to work weekends, evenings, and holidays, along with being on-call, as scheduled
Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact
Proficiency in MS Office, specifically Excel

Nice To Haves

2 or more years of work experience
2+ years’ experience in a B2B client or merchant services environment setting up, maintaining and deactivating service configurations, including communicating technical issues between external clients and internal technology teams
2+ years’ experience in a CNP (card not present) environment, including understanding of CNP transaction lifecycle
2+ years’ experience handling on-call escalations outside standard business hours
Experience analyzing large amounts of data to identify trending metrics, potential system, or product enhancements, and/or overall product success Background researching, tracking, and communicating issues identified by external and internal clients
Experience troubleshooting issues using monitoring tools, such as Grafana or Interna for email alerts
Experience identifying opportunities for potential client upsells or contract extensions
Experience with using Salesforce classic/Microsoft Dynamics, including case management and reporting features
Experience reviewing HTML and API logs

Responsibilities

Setting up, maintaining, and deactivating all service configurations for new and existing clients.
Researching, tracking, and communicating issues identified by internal monitoring alerts related to Verifi services.
Responding appropriately and timely to inquiries from internal and external clients (merchants, partners and issuers) to ensure department SLAs and client expectations are met
Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified
Creating client communications, including but not limited to standard maintenance notifications and Incident Reports
Rotating on-call coverage
Additional duties may be assigned as required