Client Care Analyst - job 1 of 3

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.

Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions.  The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Money Movement Solutions landscape in all regions. This includes cross-border and domestic AFT, OCT payments, B2B payments, compliance, and Tap 2 Pay products. The candidate will need to understand all related integration to these commercial products and platforms.  

The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s Acquiring, Issuing and B2B FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues.  The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements.  As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products.  In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client.  The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe. 

Essential Functions

• Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team
• Conducting thorough research on Visa regulations and requirements, verifying and synthesizing information from credible sources, maintaining accurate and organized documentation.
• 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 CS, 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.
• Clearly communicating complex information in both written and verbal form.
• The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and processing service interruptions.
• 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.
• Provide technical and operational support to financial institution, act as the voice of the client to other internal groups, including the Product and Technical teams
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
• Accountable for the resolution of all customer requests within agreed timeframes
• Develop operational relationships with our financial institutions and key stakeholders. 
• Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term
• Proactively resolve, own and manage stakeholder communication on all business & technical problems
• Lead discussions, representing products and services from both a technical and business perspective.
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy.  Ensure team advocates for client needs with internal stakeholder organizations 
• Maintain workflow balance and reduce case resolution times
• Acts as an escalation point for service issues impacting clients.  Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa

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

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)
• Must be a self-starter with proven abilities in organization, conceptual and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
• Strong technical aptitude with ability to absorb technical information and apply to business solutions
• Proficiency providing technical and consultative support to external customers and identify business needs
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
• Working knowledge of Microsoft Office
• Excellent verbal, written, presentation and interpersonal skills required
• MUST BE FLUENT in English AND Portuguese
• Knowledge and understanding of Visa Direct Product
• Experience in Authorization, Clearing and Settling with VisaNet
• Previous experience in successfully leading client-facing or technology-focused teams
• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution
• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET.
• Ability to compile data, identify trends
• Basic understanding of AI principles and machine learning

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.