Team Summary
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.
The services are supported via Voice, Email and Chat channels.
What a Client Care Support does at Visa:
The Client Care Support representative will be part of our World-Class Customer Support team where you will be responsible for supporting card holder’s 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.
A Client Care Support representative is responsible for Voice Channel only.
In this role, you are expected to:
- Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations.
- 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.
- Evaluate the nature of each call and determine the appropriate action to complete the request.
- Answer general customer service questions from cardholders, explain multiple program features, and where appropriate, transfer the customer to the issuing bank to obtain specific account information or transfer the customer to an appropriate Third-Party Service Provider.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Provide general information and support on any VISA related topic or product and direct the customer accordingly.
- Provide status update on Emergency Card and Cash requests when customer calls to follow up.
- Ensure smooth delivery set up of Emergency card and disbursement of Emergency cash upon receipt of approval from the banks.
- One Stop Fulfillment of Emergency service with customer and their banks.
- Use several computer programs to respond to customer inquiries.
- Document cases to show action taken.
Why this is important to Visa
This position is akin to a brand ambassador’s role. The role requires one to project the image of the company in the most professional manner. The services offered fulfilled the needs of the customers and bring in revenue to the company.
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.
