Client Resolution Analyst
Client Resolution Analyst
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Job Description
Whats it all about
Client Resolution is the first point of contact into Visa covering all systems services products and policies and provide in depth technical support to quickly address any questions or issues raised.
We collaborate and liaise with various 3rd Line departments across the business to provide seamless end to end support to our clients and internal stakeholders.
Currently supporting 4500 organizations over 37 countries we cover 8 languages over the phone: English French German Italian Polish Portuguese Spanish and Turkish.
What we expect of you day to day.
Act as a key point of contact for a breadth of client queries (all Visa services systems products and policies) and complaints
Identify clients requirements and provide appropriate solutions escalating more complex or sensitive issues
Provide support to clients to agreed standards of efficiency and quality
Demonstrate good knowledge of all Visa products and policies to ensure quality client issue resolution and client satisfaction
Effective and excellent written and verbal communication skills
Create and deliver presentations to the external client and represent the Visa Brand effectively.
Provide support during Incidents ensuring internal and external stakeholder communication is up to date
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
What were after
Ability to work effectively as part of a team and individually (self-starter)
Responsibility for own workload management and escalates/seeks advice & guidance where required
Robust analytical thinking and problem solving skills
Strong verbal and written influencing skills
Ability to make decisions based upon information available present recommendations and deal with moderate challenges
Identify service enhancement opportunities (i.e. faults with processes which are affecting client satisfaction) to enhance client experience
Relationship Management (internal external)
Client focused ethos with the ability to interact across all management levels
Build develop and maintain effective relationships with stakeholders including other areas of the company to ensure issues are resolved to client expectations
Taking ownership of problems and issues through to resolution
Strong multi-tasking skills with the ability to assess urgency & attention to detail
Desire to embrace change successfully adapting to changing demands and conditions.
Essential Criteria
Experience in banking or financial services industries or a technical support role
Excellent communication skills both verbal and written in English and Polish
Analytical resourceful and persistent problem solver
High level of communication skills both verbal and written
Passion for client service - proven experience of working in a client-focused environment
Appetite for learning - ability to grasp and understand information and systems quickly has to pass exam having attended an 8-week training course
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
