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

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with guidance only in complex and unconventional situations.

Responsibilities

• Manage a range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion, coordinating with internal resources to accomplish Visa and client objectives.

• Provide guidance on Client processing strategies, environments, interfaces and business priorities.

• Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.

• 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. 

• 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 Client Services, 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.

• Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.

• Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.

• Maintain advanced knowledge of all supported product and services and how these impact clients’ business.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

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)
•Bachelor’s degree and five or more years of experience in the financial
services, payments, software, or information services industry
•Working knowledge of Visa’s systems including authorization and clearing
systems, disputes, rules, and processing platforms is preferred
•Strong relationship management, strategic thinking, and problem solving skills
needed in order to provide proactive identification of processing efficiencies,
service change needs and guidance on system enhancements.
•As a functional expert, must have a strong understanding of the industry and
our Clients processing and operational businesses.
•A proven track record for making sound business decisions, setting direction
and managing both short and long-term goals, achieving high quality
operational results and customer commitment.
•Proficient in performing analysis and drawing conclusions from written or
computer-generated material and from observed trends.
•Ability to set priorities and manage customer expectations (internal and
external), working both as part of a team and independently.
•Capable of developing and managing short and long-term plans, adapting as
the industry or environment changes
•Excellent inter-personal skills and a proven ability to build and maintain highly
satisfied customer relationships.
•Proven abilities in organizational, conceptual, and logical problem solving.
Excellent time management, organization, and planning skills are essential.
•Excellent verbal, written, and interpersonal skills are required. Mastery of the
English language required.
•Fluency in English and Spanish required. Portuguese is 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 66,400.00 to 91,300.00 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.