Client Care Associate

Visa
Bogotá
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer orientation","Problem-solving","Multi-tasking","Attention to detail","Communication"]

Respond to client inquiries across designated channels within established timeframes, using Visa VAS Essentials tools and Microsoft Dynamics (CRM) to document and manage cases end to end. Investigate billing, transaction, and technical issues, track response-time and inquiry-volume metrics, and escalate complex or out-of-scope cases to specialized teams. Contribute to client experience goals measured by NPS and first-contact resolution while adhering to security and data-handling standards.

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FursaFursa
Visa
Visa
22 hours ago

Client Care Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Respond to client inquiries across designated channels within established timeframes, using Visa VAS Essentials tools and Microsoft Dynamics (CRM) to document and manage cases end to end. Investigate billing, transaction, and technical issues, track response-time and inquiry-volume metrics, and escalate complex or out-of-scope cases to specialized teams. Contribute to client experience goals measured by NPS and first-contact resolution while adhering to security and data-handling standards.
Location: Bogotá
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Monitor and respond to client inquiries via designated channels within established timeframes.
  • •Provide guidance on Visa VAS Essentials tool functionality and navigation.
  • •Track and report response times and inquiry volumes using manual spreadsheets and internal tools.
  • •Investigate and resolve transaction, billing, technical, and contract issues; escalate complex or out-of-scope inquiries to specialized teams.
  • •Use Microsoft Dynamics (CRM) to manage cases to completion with thorough documentation, interaction logs, and performance summaries.

Key Requirements

  • •Minimum of 6 months of work experience or a bachelor's degree.
  • •Experience monitoring client performance and responding to customer care inquiries.
  • •Experience using fraud screening and transaction management tools.
  • •Experience tracking and reporting performance metrics, including maintaining logs and submitting performance summaries.
  • •Experience collaborating with internal teams for compliance and escalating inquiries to specialized teams.
Experience:Customer supportFraud operationsRisk analysisFinancial services
Education:Bachelor's
Skills:Customer orientationProblem-solvingMulti-taskingAttention to detailCommunication
Languages:English
Tech Stack:Microsoft Dynamics (CRM)Microsoft CopilotChatGPTGenerative AIVisa VAS EssentialsFraud screeningTransaction managementSpreadsheets

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
Glassdoor
Glassdoor: 3.8
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