Sr. Client Care Support (Bilingual - Japanese & English) 2nd Shift

About the position Client Care provides industry-leading operational support to Visa's clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally. Client Care is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. Global Customer Assistance Services (GCAS) Operations provides emergency services to Visa cardholders around the world in more than 30 languages. Our services include emergency card replacement, emergency cash disbursement, reporting of lost or stolen cards, and general inquiries about benefits associated with different types of Visa cards. GCAS also supports Financial Institutions that access Visa Online (VOL) by granting access to content and applications, resetting passwords, and providing general information. Very few companies can offer its employees the global reach that Visa does. That's the power of Visa's "My everywhere" - a big brand with limitless possibilities. Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world. Visa was recently recognized by Forbes as one of the Best Employers in the U.S. and Fortune magazine highlighted us as one of the World's Most Admired Companies. Everything we do is driven by our leadership principles: Lead by Example, Communicate Openly, Enable and Inspire, Excel with Partners, Act Decisively, and Collaborate.

Responsibilities

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

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• Meet KPIs and other existing potential new KPIs as deemed necessary by the business

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

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

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

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

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• Accurately update and maintain cardholder data in appropriate databases

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

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• Collaborate amongst the different Line of business as required by the business

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

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• Provide services on a variety of request not limited to lost/stolen card replacement, fraud prevention, technical support for mobile apps as well as other various account related services

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• Commitment to client experience by delivering results based on client feedback as well as internal quality expectations

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• Increasing product knowledge will be required in order to continue to provide a work class experience to callers

Requirements

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

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• Fluency in English AND Japanese (Written and Spoken)

Nice-to-haves

• 1 or more years of work experience

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• Prior experience in call center, financial industry, ecommerce, or technical environment is preferred

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• 1 year contact center experience highly preferred

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• Demonstrated commitment to the businesses key performance indicators and exceptional customer service

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• Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving, and multi-tasking skills required

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• Must have punctual, regular, and consistent attendance

Benefits

• Competitive start rate with shift differential along with quarterly bonuses and an annual review of compensation

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• Extensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period

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• 401k plan with company 2 to 1 match (2 dollar for every dollar you contribute up to 5% of your base pay for a total of 10%)- always fully vested

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• Generous paid time off (21 days for years 1-5, and increases after that)

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• 12 paid holidays per year & 1 Floating Holiday

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• Education assistance, adoption assistance, and commuter assistance

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• Rewarding environment with opportunity for career advancement

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• Employee stock purchase program allows employees to purchase Visa stock at a 15% discount

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