Client Care Analyst (Payments)

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Primary Elite Care works with issuers, acquirers, processors, merchants, fintechs, and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information, and operations. This includes day-to-day operations and product support, internal client support, and customer performance reporting using Visa tools.

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

Responsibilities:

• Oversee activities and resolve operational issues for Visa’s AP clients and processors using client resolution best practices to exceed client and internal expectations.
• Manage a range of moderately complex problems of diverse scope by identifying appropriate courses of action and driving them to completion thru coordinating with internal resources to accomplish Visa and client objectives.
• Address and resolve client inquiries, requests, and/or concerns using case management tools available.
• Coordinate input from clients and 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. 
• Perform work with a high degree of excellence, maintaining established service level objectives for completion.
• Manage an efficient and timely process, ensuring proper documentation for audit purposes.
• Supervise maintenance and update of documentation in but not limited to SharePoint, Microsoft Dynamics, and other data repositories.
• Identify opportunities to improve forms, documentation, user guides, training materials, processes, and hand-offs to expedite and improve service delivery.
• Recognize key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Deliver timely and accurate monthly reports to global and regional stakeholders, identifying and speaking to any variances and trends.
• Establish and foster positive working relationships with Clients and internal stakeholders at all levels of staff and senior management.
• Must be able to take the initiative to resolve problems and meet deadlines for assigned work, coordinating, and collaborating with internal Visa resources to ensure delivery on commitments.
• Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
• Build knowledge of all supported products and services and how these impact clients’ business.
• Provide support during AP business hours as needed.
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)
• Provide support across all channels - Phone, Email, and Live Chat

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 relevant work experience, preferably in the payment industry field.

Have a good understanding of Visa Payment system or similar payment flow.

Working knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred. •

Expert understanding of payment industry terms and standards like BID, BINS, B2B, Authorization, Clearing and Settlement.

Demonstrates a growth mindset and actively pursues upskilling to support the organization’s transformation goals.

Provides strong situational leadership when covering for manager, driving results and continuity through clear priorities and proactive issue resolution.

Must be able to take the initiative to resolve problems and meet deadlines for assigned work.

Comfortable “thinking outside of the box” and demonstrating innovative thinking as well as smart risk taking.

A client-centric focus with strong relationship management, strategic thinking, and problem-solving skills needed to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements.

Proven abilities in organizational, conceptual, and logical problem solving. Excellent time management, organization, and planning skills are essential.

Self-starter with a demonstrated aptitude to achieve results as part of an effective team.

Competent to effectively prioritize and multi-task under strict deadlines.

High aptitude in setting priorities, influencing others, and managing business expectations.

Demonstrated success in client relationship management.

Experience using standard MS Office tools (e.g. Outlook 365, Excel, PowerPoint, Word, Visio, OneCRM, Tableau, Power BI etc.) is ideal.

Excellent verbal, written, and interpersonal skills are required.

Mastery of the English language required. Ability to read, write and converse in Mandarin is preferred.

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.