Sr. Specialized Support Rep, DPS (third shift only)
Company Name:
Visa
Title: Sr. Specialized Support Rep, DPS (third shift only)
Location: FL-Miami
Other Locations: null
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa isthe best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA(TM) World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
Job Scope
This role is an individual contributor responsible for delivering routine or defined administrative and/or operational output according to well defined policies and procedures. This position is at an intermediate support staff level and is responsible for applying good judgment in resolving problems or making recommendations.
Responsibilities
Support the different Back Office tasks (Disputes, PAS Fraud, Falcon VIP, Falcon Outbound, and EOD Queues).
Review and work different mailboxes (Cardholder Updates, Back Office Inquires, Adeptra updates).
Research and analyze transaction patterns and react quickly to high-risk situations.
Respond to inbound telephone calls and generate outbound calls regarding information on aspects of multiple Visa products.
Evaluate the nature of each call and determine the appropriate action to complete the call.
Adhere to established DPS procedures and guidelines while providing quality customer service in order to meet and exceed departmental standards.
Provide general information and support on any VISA related topic or product and direct the customer accordingly.
Update and maintain cardholder data in appropriate databases.
Use several computer programs to complete assigned administrative duties as well as respond to customer inquiries.
Document cases to show action taken.
Serve as escalation point for calls requiring advanced knowledge of product line.
Act as peer mentor to customer service associates.
Minimum of 3 month experience as a Customer Service Rep. or Specialized Support Rep. is required.
Solid decision-making ability and a sound foundation in the customer assistance service industry.
Must possess a clear speaking voice and strong verbal and written communication skills.
Ability to multi-task and make decisions quickly based on the task/customer''s needs.
Ability to handle difficult calls in a professional manner.
Ability to prioritize and balance workload across multiple sites
Requires organizational skills, accuracy and attention to detail.
Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
Knowledge of the Visa payments business and its operating procedures.
Advanced knowledge of all Visa DPS product lines.
Ability to work as part of a team.
Proficiency in Microsoft Office products and technically proficient in database management.
Bilingual (English/Spanish) is a plus.
This role is for the third shift only, which is 11:30pm- 8:00am with various days off.Customer Service
Organization: Client Support ServicesEstimated Salary: $20 to $28 per hour based on qualifications.
Visa
Title: Sr. Specialized Support Rep, DPS (third shift only)
Location: FL-Miami
Other Locations: null
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa isthe best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA(TM) World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
Job Scope
This role is an individual contributor responsible for delivering routine or defined administrative and/or operational output according to well defined policies and procedures. This position is at an intermediate support staff level and is responsible for applying good judgment in resolving problems or making recommendations.
Responsibilities
Support the different Back Office tasks (Disputes, PAS Fraud, Falcon VIP, Falcon Outbound, and EOD Queues).
Review and work different mailboxes (Cardholder Updates, Back Office Inquires, Adeptra updates).
Research and analyze transaction patterns and react quickly to high-risk situations.
Respond to inbound telephone calls and generate outbound calls regarding information on aspects of multiple Visa products.
Evaluate the nature of each call and determine the appropriate action to complete the call.
Adhere to established DPS procedures and guidelines while providing quality customer service in order to meet and exceed departmental standards.
Provide general information and support on any VISA related topic or product and direct the customer accordingly.
Update and maintain cardholder data in appropriate databases.
Use several computer programs to complete assigned administrative duties as well as respond to customer inquiries.
Document cases to show action taken.
Serve as escalation point for calls requiring advanced knowledge of product line.
Act as peer mentor to customer service associates.
Minimum of 3 month experience as a Customer Service Rep. or Specialized Support Rep. is required.
Solid decision-making ability and a sound foundation in the customer assistance service industry.
Must possess a clear speaking voice and strong verbal and written communication skills.
Ability to multi-task and make decisions quickly based on the task/customer''s needs.
Ability to handle difficult calls in a professional manner.
Ability to prioritize and balance workload across multiple sites
Requires organizational skills, accuracy and attention to detail.
Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis.
Knowledge of the Visa payments business and its operating procedures.
Advanced knowledge of all Visa DPS product lines.
Ability to work as part of a team.
Proficiency in Microsoft Office products and technically proficient in database management.
Bilingual (English/Spanish) is a plus.
This role is for the third shift only, which is 11:30pm- 8:00am with various days off.Customer Service
Organization: Client Support ServicesEstimated Salary: $20 to $28 per hour based on qualifications.
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