Client Care Analyst
Client Care Analyst
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Job Description
- Respond to operational post-production support inquiries from Visa issuers processors in CEMEA region to ensure best client experience.
- Provide information and direction for CEMEA clients regarding VisaNet Core Application Services Billing Visa Resolve Online Clearing&Settlement Visa Token Service Visa Secure and other operational queries within scope.
- Perform general and moderate transaction research to analyze potential technical or operational problems or issues.
- Log service requests (cases) in a timely and accurate manner in accordance with defined internal processes and standards.
- Follow the Client Resolution Case management guide and all stages of the case resolution process in line with defined SLAs and targets. Manage the cases assigned or escalated from the L1 support team efficiently.
- Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues.
- Be accountable for delivering against commitments to clients.
- Be 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 such as CSAT NPS and other.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
- Language fluent in English (Russian French is beneficial)
- Experience within card processing/ card technologies/account management/contact center/implementation project management within payments departments would be beneficial
- Data analytical skills
- Strong communication and business writing skills
- Technical aptitude with the ability to absorb lots of technical information and strive for continuous constant learning
- Understanding of basic authorization clearing & settlement flows knowledge of Visa products & services would be a significant benefit
- Must be a self-starter with strong organization time management problem solving and resolution management skills
- Customer focus with proven ability to establish productive working relationships with key internal stakeholders
- Proficiency in Microsoft Office Excel Tableau
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
