Customer Support and Liaison Officer

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Overview

As a customer support and liaison officer, you will be responsible for providing excellent service to our clients, resolving their issues and queries, and building strong relationships with them. You will act as a bridge between the customers, Account Executives and the internal Ethics and Compliance (E&C) team responsible for prepaid and crypto-currency linked program reviews. You will be part of a friendly and supportive team that values collaboration, learning, and innovation.

Responsibilities

• Be the initial point of contact for the incoming Program Information Forms (PIFs).

• Complete the initial review and quality assurance on the incoming PIFs.

• Liaise with the E&C team and the client throughout the PIF review process.

• Engage with the client to ensure all information is gathered and ready for the E&C review.

• Liaise with the business and the clients to identify the PIF pipeline and priorities.

• Provide accurate and timely information and solutions to customers' problems and requests.

• Escalate complex or urgent cases as appropriate.

• Support the team with tracking and updating case updates in One CRM system.

• Collect and analyze customer feedback and data to identify trends and areas for improvement.

• Share customer insights and suggestions with the relevant teams and stakeholders.

• Participate in training and development programs.

• Attend regular internal meetings and provide updates on cases and priorities.

• Attend client meetings as required.

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.

Qualifications

Requirements
• Proven experience in customer service, support, or liaison roles
• Excellent communication and interpersonal skills
• Ability to listen, empathize, and resolve customer issues effectively
• Strong problem-solving and decision-making skills
• Knowledge of the company's products, services, and policies
• Ability to work independently and as part of a team
• Knowledge of cryptocurrencies and Anti Money Laundering compliance is desirable, but not essential, full training will be provided

Additional Information

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.