Client Care Analyst

Company Description

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

Primary Responsibilities:

• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded advocate on behalf of the clients
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requirements negotiate and manage expectations internally and externally
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• Partner with assigned Account Executives to identify additional business opportunities.
• On call support and possible weekend hours
• Domestic travel may be required

Secondary Responsibilities:

• Produce yearly customer and departmental reporting for tracking customer or service issues
• Present client analysis to peers and leadership
• Develop and provide presentations to internal and external stakeholders as needed
• Coach all new staff and recognize training opportunities for all staff
• Provide leadership and communication responsible for escalating to department management when issues arise that might jeopardize problem resolution

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Minimum of 8+ years’ experience in a customer support role in financial services, payment card, software or information services.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
• Strong ability to manage projects effectively using project management principles
• Superb proficiency with troubleshooting and resolving complex issues
• Advanced comfort level with public speaking
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• While this is a customer service role (not IT), experience in troubleshooting complex web applications, application programing interfaces (APIs) gateways, integration or environment issues is a plus
• Bilingual abilities are a plus: able to read, write and speak Spanish and/or Portuguese proficiently
• Strong skills in Excel for data analysis.
• Advance Power point for professional presentations.
• Excellent verbal, written, presentation and interpersonal skills required.
• Understanding of basic accounting principles including cost allocation methods a plus

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 65,600 to 93,500 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.