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
Team Summary
The Shared Services CSM team is responsible for providing operational support to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion. With our deep knowledge and expertise, we are a key internal partner bringing the voice of the customer into the design, development, successful deployment and support of Visa products and services, enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What an Analyst does at Visa:
The Analyst, Client Success is an individual contributor responsible for managing the operational relationship for applicable clients and providing operational support and help in growing clients’ business. This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance client experience.
The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.
In this role, you are expected to:
Manage operational support and fulfilling service needs of moderate complexity for Tier 3 clients. This includes responding to inbound client queries as well as outbound proactive client engagement.
Play a critical role in working with the client to identify operational efficiencies, manage assignments such as client initiative/change requests that are diverse in scope, and search out appropriate courses of action.
Act as liaison for the client by providing technical expertise to structure effective program/solutions, service change support and system enhancement support.
Develop communications for clients, outlining initiatives and mandates (and the required client changes), and providing compelling rationale for the need for such change.
Manage these communications end-to-end, distributing to clients and governing responses and subsequent delivery of change.
Deliver and support biannual business enhancements and all Visa mandates.
Manage incident management - identify and analyze processing problems and identify customer impacts to provide report as appropriate
Be accountable and serve as an escalation point for high impact/complex issues encountered by L1, L2, & L3 support team or country team.
Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
Partner with Account Executives to identify additional business opportunities, sale leads for clients, value-added services and new payment flows to increase service quality, revenue and optimize business.
Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
Identify and implement opportunities to improve the client experience by streamlining operational processes. Collaborate with key stakeholders to drive ‘first-contact resolution by achieving scale, consistency, and automation for clients.
Why this is important to Visa
Client Success is a critical function in Visa. We are subject matter experts delivering best-in-class client services from an operational perspective. This role will also provide the opportunity to shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.
Qualifications
What you will need:
We are looking to hire a candidate who has already accumulated a variety of experience, you need to be curious about the payments industry, results-driven and client-centric. As a candidate you should have:
As a candidate you should have:
- Bachelor’s Degree or equivalent qualification
- Minimum 5 years of experience in a customer support role in software, financial or information services, or
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
- Familiarity with automation and process improvement methodologies is a plus
- Working knowledge of Microsoft Office
- Basic proficiency in the following skills:
o Becoming customer centric: Listen to and prioritize customer needs to drive value realization and build trusted partnerships
o Client engagement: Communicate clearly and effectively with clients
o Critical thinking: Take ownership of issues and find creative solutions to complex problems
o Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
o Customer focus with proven ability to establish productive working relationships with staff and management at all levels
o Excellent time management, project management, organization, and planning skills
o Excellent communications skills both verbal and written in English is a must and other languages will be an added advantage
What will also help:
- Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and
- process, client connectivity, Visa Settlement Service will be a plus
Be able to work independently and receives minimal guidance.
- Intellectual curiosity
Has use data to develop business solutions and provide sound analysis
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.
