Client Care Analyst

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions.

The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border and domestic payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms. The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s Acquiring, Issuing and B2B FI clients amp processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners. The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

Responsibilities:

• Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team
• Conducting thorough research on Visa regulations and requirements, verifying and synthesizing information from credible sources, maintaining accurate and organized documentation.
• Work closely with Technical Solutions, Client Success Managers, Implementation Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.
• Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal.
• Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
• Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
• Clearly communicating complex information in both written and verbal form.
• The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.
• Collaborate with Client to complete Client-required actions including digital certificate renewals, capacity planning, business enhancement readiness, and other actions needed to maintain processing systems.
• Provide technical and operational support to financial institution act as the voice of the client to other internal groups, including the Product and Technical teams
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
• Accountable for the resolution of all customer requests within agreed timeframes
• Develop operational relationships with our financial institutions and key stakeholders.
• Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term
• Proactively resolve, own and manage stakeholder communication on all business amp technical problems
• Lead discussions, representing products and services from both a technical and business perspective.
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
• Maintain workflow balance and reduce case resolution times
• Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications: Trilingual: English Spanish and Portuguese 2 years of work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree such as Masters JD MD or 0 years of work experience with a PHD Must be a self starter with proven abilities in organization conceptual and logical problem solving Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement Ability to set priorities and manage customer expectations internally and externally and work both as part of a team and independently Strong technical aptitude with ability to absorb technical information and apply to business solutions Proficiency providing technical and consultative support to external customers and identify business needs Customer focus with proven ability to establish productive working relationships with staff and management at all levels Demonstrate ability to work in a complex organization to determine business and customer needs providing the best solution to meet those needs Working knowledge of Microsoft Office Excellent verbal written presentation and interpersonal skills required Comfortable with global banking protocols such as account numbers IBAN CLABE SWIFT BIC ET to provide clients with help regarding these types of questions Ability to validate the client has provided the right information per Visa rules to initiate wire transfers efficiently Preferred Qualifications: 4 years of work experience with an Advanced degree such as Masters MBA JD MD or a minimum of 2 years of work experience with a PhD Previous experience in successfully leading client facing or technology focused teams While this is a customer service role not IT experience in troubleshooting complex web application programming interfaces APIs gateways integration or environmental issues is a plus Identify file formats and connection errors such as APIs STFP JSON SWIFT PACS MT ISO Etc to determine if sufficient information is provided for issue resolution Ability to compile data identify trends Experience in Authorization Clearing and Settling with VisaNet Basic understanding of AI principles and machine learning Comfortable with global banking protocols such as account numbers IBAN CLABE SWIFT Etc Knowledge and understanding of Visa Direct Product Strong research and analytical skills  

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.