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 Regional Client Resolution team is responsible for providing production operational support to Clients and their line(s) of business, managing a wide range of moderate to complex problems of diverse scope, identifying opportunities to improve Client performance and Client experience along with the appropriate courses of action, and driving issues and opportunities through to completion.
- 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. 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
• Bachelors/Master's Degree
• Minimum 3 years’ experience in a customer-facing role in software, financial/banking or information services
• Language – fluent English (Russian, French is beneficial)
• 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.
What We Do
At Visa, we are driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid. As our products and technology have evolved with the world, Visa remains ubiquitous, reaching new customers in new and often invisible ways. We are at the center of this digital revolution with a network that connects people with over 80 million businesses all over the world. And Visa’s network is expanding, accelerating our growth. Our resilient business model, with its strong track record of success, will provide you with amazing opportunities to grow in your career, as well.
We are looking for people like YOU. Come join a people-centric company where you can invest in your career.
For more information, visit visa.com/about, visacorporate.tumblr.com and @VisaNews on Twitter.
Why Work With Us
Our employees are our company. Creating an inclusive and diverse workplace has been our key priority. With our purpose to “uplift everyone, everywhere” as our guide, we’re building an environment where diverse backgrounds and perspectives are celebrated and drive success inside our company and out in our communities.
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