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

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 cross-border and domestic AFT, OCT payments, B2B payments, compliance, and Tap 2 Pay 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 & 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. 

Essential Functions

• 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 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 th