Trilingual Client Care Analyst
Trilingual Client Care Analyst
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Job Description
Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visas 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 B2B payments cross-border and domestic payments expense management travel solutions compliance and data solution 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 Visas 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 companys 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.
Responsibilities
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/or 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.
Qualifications :
Basic Qualifications
2 or more years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters MBA JD MD or PhD)
Preferred Qualifications
3 or more years of work experience with a Bachelors 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
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
