Client Care Analyst - Commercial and Money Movement Solutions (Bilingual Spanish and/or Portuguese)

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

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 Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border 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 commercial FI clients & 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. 

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)
• 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
• Bilingual (English/Spanish and/or Portuguese)

Additional Information

Work Hours: Varies upon the needs of the department.

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