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

• Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model. 
• Manage client inquiries using case management tools, email, live chat, call support service. 
• Efficiently manage several case types such as but not limited to New, Pending, Follow-ups & Email activities.
• Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience.  
• Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
• Involve in identifying key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning through training sessions and mentoring new hires and peers.
• Participate in periodical meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.

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

Qualifications

• Bachelor’s degree with 3-5 years’ work experience in the payment industry field.
• Strong communication skills to inform and engage clients, with a focus on client satisfaction. Proficient in verbal, written, and interpersonal communication (English, Spanish or Portuguese)
• Knowledgeable in AI, co-pilot technologies, knowledge management, and industry practices for efficiency.
• Excellent time management, organization, and planning skills. Self-motivated team player capable of prioritizing and multitasking under deadlines.
• Skilled in setting priorities, influencing others, and managing customer expectations. Experienced in customer relationship management.
• Possess a thorough understanding of the Visa Payment system or a comparable payment flow.
• Extensive experience with case management tools, live chat, and voice support.
• Expert understanding of payment industry terms and standards like BID, BINS, Treasury, Authorization, Clearing and Settlement.
• Good understanding of new payment methods and understanding like Visa Secure, 3DS, Tokenization and mobile payment.
• Understanding and experience in Visa Tools like VOL, VROL, CORE&CONFIG, Client Profile, Edit Package is an advantage
• Good technical and troubleshooting skills using Windows and Mainframe
• Flexibility in work schedule for 24x7 support operations

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.