Client Resolution 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

What’s it all about?  

Client Resolution is the first point of contact into Visa covering all systems, services, products and policies and provide in depth technical support to quickly address any questions or issues raised. 

We collaborate and liaise with various 3rd Line departments across the business to provide seamless end to end support to our clients and internal stakeholders. 
Currently supporting 4500+ organizations over 37 countries, we cover 8 languages over the phone: English, French, German, Italian, Polish, Portuguese, Spanish and Turkish.

What we expect of you, day to day.  

• Act as a key point of contact for a breadth of client queries (all Visa services, systems, products and policies) and complaints 

• Identify clients’ requirements and provide appropriate solutions, escalating more complex or sensitive issues 

• Provide support to clients to agreed standards of efficiency and quality 

• Demonstrate good knowledge of all Visa products and policies to ensure quality client issue resolution and client satisfaction 

• Effective and excellent written and verbal communication skills  

• Create and deliver presentations to the external client and represent the Visa Brand effectively. 

• Provide support during Incidents ensuring internal and external stakeholder communication is up to date 

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

Qualifications

What we’re after…  

• Ability to work effectively as part of a team and individually (self-starter) 

• Responsibility for own workload management and escalates/seeks advice & guidance where required 

• Robust analytical thinking and problem solving skills 

• Strong verbal and written influencing skills 

• Ability to make decisions based upon information available, present recommendations and deal with moderate challenges 

• Identify service enhancement opportunities (i.e. faults with processes which are affecting client satisfaction) to enhance client experience 

• Relationship Management (internal, external)  

• Client focused ethos with the ability to interact across all management levels 

• Build, develop and maintain effective relationships with stakeholders including other areas of the company to ensure issues are resolved to client expectations 

• Taking ownership of problems and issues through to resolution 

• Strong multi-tasking skills with the ability to assess urgency & attention to detail 

• Desire to embrace change, successfully adapting to changing demands and conditions. 

Essential Criteria 

• Experience in banking or financial services industries or a technical support role  

• Excellent communication skills both verbal and written in English and Polish 

• Analytical, resourceful and persistent problem solver 

• High level of communication skills both verbal and written 

• Passion for client service - proven experience of working in a client-focused environment  

• Appetite for learning - ability to grasp and understand information and systems quickly, has to pass exam having attended an 8-week training course 

Additional Information

All your information will be kept confidential according to EEO guidelines.