Visa, Inc, - Most Exemplary Employer

Company: Visa Client Care in partnership with Visa Operational Resilience Austin, TX
Company Division/Group: Visa, Inc
Company Description: Visa, Awarded 2018 Forbes Best Employer for Women, is a world leader in digital payments. Stephanie Palacios, SVP leads Operational Resilience, preventing business disruptions & protecting the safety, soundness and integrity of Visa's operating environment. Alice Sesay-Pope, previous SVP, led global Client Care providing 24/7 omni-channel customer service and technical support, prior to her departure from Visa.
Nomination Category: COVID-19 Response Categories
Nomination Sub Category: Most Exemplary Employer

Nomination Title: Visa Client Care in partnership with Visa Operational Resilience

Visa GCC Covid Response Submission (vimeo.com):
https://vimeo.com/665006272

Redacted Visa GCC Stevie Award Submission from Carmen Paz on Vimeo.

Visa, awarded 2018 Forbes Best Employer for Women, is a world leader in digital payments, serving consumers, merchants, financial institutions, businesses and governments. Visa Client Care (VCC) (previously Global Contact Centers – GCC) provides 24/7 customer service and technical support. VCC has employees working in North and South America, Asia and Europe, handling millions of interactions annually across inbound and outbound calls, emails and chats for the company’s diverse client base.

During the global pandemic, VCC leadership teamed with Operational Resilience and other corporate Visa partners to provide uninterrupted service to our clients, while ensuring employees stayed working, paid and safe. Due to financial security policy, initially most employees were prohibited from working from home (WFH). In addition, they didn’t have the proper equipment. To enable WFH, VCC rushed to adopt emergency policy exemptions to allow operations outside the Secure Access Zone for employees. We purchased laptops and provided internet service to employee homes as needed.

To comply with government travel restrictions, Visa transported laptops to employees’ homes. We invested in technology and process auditing procedures to ensure employees could WFH without compromising client security. Finally, a few employees were essential and required on-site, but we didn’t have COVID health and safety measures in place. Leadership met weekly with medical advisors to develop health screening and adequate space and safety bubbles within the office to ensure the health of essential workers. Not only did VCC ensure employees were paid, but we instituted hazard pay increases for essential employees doubling their pay for working onsite during the peak of the pandemic. Starting in Jul2021, Visa began providing vaccines to their global employees and their families, on site, making them available prior to local availability.