Client Care Analyst

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

* Respond to operational, post-production support inquiries from Visa issuers, processors in CEMEA region to ensure best client experience.
* Provide information and direction for CEMEA clients regarding VisaNet Core Application Services, Billing, Visa Resolve Online, Clearing&Settlement, Visa Token Service, Visa Secure and other operational queries within scope.
* Perform general transaction research to analyze potential technical or operational problems or issues.
* Log service requests (cases) in a timely and accurate manner in accordance with defined internal processes and standards.
* Follow the Client Resolution Case management guide and all stages of the case resolution process in line with defined SLAs and targets. Manage the cases assigned or escalated from the L1 support team efficiently.
* Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues.
* Be accountable for delivering against commitments to clients.
* Be organized in tasks and activities.
* Keep accurate records in the defined CRM system.
* Contribute to developing process improvement procedures to improve operational efficiency.
* Contribute to the defined team operational metrics/targets execution.

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

Qualifications

• Bachelors/Master's Degree

• Minimum 3 years’ experience in a customer-facing role in software, financial/banking or information services

• Language – English, French

• Experience within card processing/ card technologies/account management/contact center/implementation project management within payments departments would be beneficial

• Data analytical skills

• Strong communication and business writing skills

• Technical aptitude with the ability to absorb lots of technical information and strive for continuous constant learning

• Understanding of basic authorization, clearing&settlement flows, knowledge of Visa products&services would be a significant benefit

• Must be a self-starter with strong organization, time management, problem solving and resolution management skills

• Customer focus with proven ability to establish productive working relationships with key internal stakeholders

• Proficiency in Microsoft Office, Excel, Tableau

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.