Team Associate – Visa Portal Management - #196312


Date: 06/08/2022 04:30 AM

City: Miami, Florida

Contract type: Full Time

Work schedule: Full Day

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

Position Description

The Visa Portal Support Team Associate will be part of our Visa Client Care Support team and will be responsible for supporting the business and technical needs of our growing client base. As a Visa Portal Support Team Associate, you will be assisting client care representatives, Visa Online, Visa Developer Platform & Visa Partner Portal clients. This positions preferred location is in Miami, Florida.

Specific Responsibilities will Include

  • Participate and support the closed loop feedback process based on client surveys providing opportunities for issue resolution and feedback for improvement
  • Provide agent support by serving as a point of contact for answering complex questions and maintaining service levels for both voice and digital channels
  • Handle escalated situations that required critical thinking, compromise and ability to make decisions
  • Assist in developing and mentoring newly hired employees by facilitating meetings, provide coaching and sharing product knowledge
  • Highly involved in processes improvements regarding any processes or procedures regarding the client experience or product enhancement
  • Responsible for creation and updates to process documentation and training guides.
  • Provide coaching and development to representatives regarding the quality of their interactions with clients
  • Assist management with a variety of assignments and can act as a point of contact when a Team Lead is absent
  • Scheduling will be determined upon filling position.

Flex Work Arrangement - Hybrid Position
- 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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.


Basic Qualifications

  • Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications

  • 2 or more years of work experience
  • Tenure as a Sr. Client Care Support required.
  • Excellent verbal and written communications, interpersonal skills, customer orientation, team
  • interaction, problem solving and multi-tasking skills required
  • Customer service skills including call de-escalation techniques and a commitment to quality
  • service
  • Self-motivated with the ability to work within a team and independently
  • Ability to quickly identify problems and then take appropriate action to solve including effective
  • communication skills to wide audiences
  • Adapts easily to shifting priorities and challenges
  • Must have punctual, regular and consistent attendance
  • Must be fluent in Spanish and Portuguese

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

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