Client Care Analyst

Job Description

Client Care AnalystCustomer ServiceFull-timeDate: Job Number: REF016120WCompany DescriptionVisa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.When you join Visa, you join a culture of purpose and belonging ? where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world ? helping unlock financial access to enable the future of money movement.Join Visa: A Network Working for Everyone. and ResponsibilitiesThe global client support group works with locally deployed client service experts to develop and deliver the support model for Visa Inc. issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.RESPONSIBILITIESRespond to routine operational service and support inquiries from Visa client institutions.Provide information and direction for CEMEA clients regarding VisaNet Core Application Services, General Transaction Research, Billing, User ID and similar queries.Perform transaction and process research to analyze potential technical or operational problems or issues.Complete data entry in a timely and accurate manner for assigned client institutions.Log service requests plus resolutions in a timely and accurate manner for call or problem tracking and knowledge base software applications.Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues.Be accountable for delivering against commitments to clients.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.QualificationsQualifications:? Bachelors/Masters Degree? Minimum 3 years? experience in a customer-facing role in software, financial or information services? Experience within card processing/ card technologies/ implementation project management within payments departments would be beneficial? Language ? proficient in English and French? Strong communication skills? Technical aptitude with the ability to absorb technical information and strive for continuous learning? Working knowledge of VisaNet Integrated Payment (VIP) and Base II systems, EMV and Visa Integrated Circuit (VIS) technical specifications? Must be a self-starter with strong organization and resolution management skills? Customer focus with proven ability to establish productive working relationships with staff and management at all levels.? Proficiency in Microsoft OfficeAdditional InformationVisa 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.

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