The main function of an account manager is to manage the operational service and support needs for Visa member banks and associations in a help desk environment.

Education/Experience

• High School Diploma or GED required

• 3-7 years financial services related experience required; credit/debit card experience preferred

Major Job Duties and Responsibilities

• Providing information and direction for customers regarding VisaNet services, operating rules, integrated billing, and general authorization and chargeback transaction research

• Approve the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills

• Act as escalation point for clients/customers

• Approve the referral of unresolved customer grievances to designated departments for further investigation

• Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes

• Solicit sale of new or additional services or products

• Report on help desk activities to executive level management

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Skills

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills (Required)

• Strong ability to work independently and manage one’s time (Required)

• Strong ability to accurately document and record customer/client information (Required)

• Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required)

• Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required)