Job Description The Client Care People and Client Experience Team is focused on cultivating a culture that encourages growth, development, and engagement.
We aim to provide our clients with exceptional service by minimizing their effort through swift, seamless, and effective service models and resolutions.
The Client Care Training Facilitator will play a key role in delivering our Client Care's training needs.
This role ensures that all team members, especially in Client Care, acquire the skills and expertise necessary to exceed client expectations.
Responsibilities: Facilitate role-based learning experiences across a variety of technical topics for new hires or existing Client Care teams Supports and helps to prepare SMEs/Business Leads to co-facilitate learning events as needed Use effective facilitation techniques and tools to create a positive and interactive learning environment.
Partner with stakeholders to maintain accuracy of learning materials by proactively identifying content gaps and opportunities for improvement, including those required by procedural or process updates.
Partner with Visa University to make necessary instructional design updates and revisions to the learning programs. Provide ongoing support and coaching to team members following learning sessions to ensure retention and application of the learned skills and knowledge. Keeps their subject matter expertise up to date by taking in calls or processing cases on an agreed upon regular requirement and meeting Quality assurance requirements Identify opportunities for customized training opportunities in partnership with the business, client experience team, knowledge management team, quality team, and the business Travel as needed to conduct role based facilitation training Qualifications Basic Qualifications: 1.
4 years of work experience with a Bachelor's degree or 2.
At least 2 years of work experience with Advanced degree (Masters, MBA) 3.
Subject matter expertise on any of the following: Client Issue Resolution (Acceptance, Issuing, or Acquiring), CMS Preferred Qualifications 1.
A minimum of 3 years' experience in role based facilitation/training delivery preferably in a contact center environment, b2b, or payments 2.
Profound knowledge of adult learning principles and training design.
3.
Excellent classroom and time management skills.
4.
Strong written and verbal communication skills.
5.
Proficiency in MS Office and Learning Management Systems (LMS).
6.
Experience with e-learning platforms and practices.
7.
Proven track record in developing and executing successful training programs.
Strong project management skills.
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.
