Analyst, Technical Solutions

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

The Technical Solutions team is tasked with supporting clients using Visa Digital products and services including, but not limited to, Visa Direct, Click to Pay and Visa Transaction Controls.  As an Analyst, Client Services you will be responsible for providing post-launch support to Visa Digital Solutions merchants, issuers, developers, and partners across the Global Enterprise, Mid-Market, and Small Business channels.

This role creates an exciting opportunity to be pivotal in achieving success for our clients who have live push payment solutions. This technical/functional specialist will interact with traditional and non-traditional financial institutions, processors, internal Client Success Managers, and external clients as well as be able to thrive in a highly collaborative environment.

This role also requires a solution-oriented thinker who can recommend feasible optimization opportunities to strengthen the overall product and client experience. You will be expected to handle support requests, working with other teams inside and outside the Client Services organization. 

• Provides 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
• Be a subject matter expert on at least three Visa Business Solutions products.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives
• Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and 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.
• 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
• Educate and train clients on best practices for all supported services
• Perform ongoing proactive operational reviews
• Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.
• Bridge the knowledge gap between the business personnel at the bank and their technology counterparts
• 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 Qualification

• 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)
• 8+ years in-depth technical experience such as customer support, software development, or web development
• Bachelor's degree required in Computer Science or related
• English language fluency required
• Client facing exp