Client Care Analyst

Warsaw - Poland

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

The Regional Client Resolution team is responsible for providing post-production operational support to Clients and their line(s) of business managing a wide range of moderate to complex problems of diverse scope identifying opportunities to improve Client performance and Client experience along with the appropriate courses of action and driving issues and opportunities through to completion.

Key responsibilities include but not limited to:

Respond to operational post-production support inquiries from Visa issuers acquirers and processors in CEMEA region (Central East Middle East and Africa) to ensure best client experience.
Provide information and direction for CEMEA clients regarding VisaNet Core Application Services Billing Visa Resolve Online Clearing and Settlement Visa Token Service Visa Secure other Visa products and services and other operational queries within scope.
Perform general to 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 standards and all stages of the case resolution process in line with defined SLAs and targets. Manage the cases assigned or escalated from other support teams 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 drive better operational efficiency by active participation in meetings proposing new ways of doing things identifying opportunities to improve analyze personal performance/data other.
Contribute to adopting new tools and other resources ex. AI capabilities.
Contribute to executing Visa 2030 strategy.
Execute on the defined team operational metrics/targets.
Deliver best client experience.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications :

Experience in a customer-facing and/or customer service role in software financial/banking or information services
Language advanced in English (both written and oral). Additional language requirements Russian and/or French and/or Arabic.
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 and settlement flows knowledge of Visa products and services would be a significant benefit
Understanding of Net Promoter Scope (NPS) methodology and other client satisfaction/operational metrics
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 :

Employment Type :

Full-time

Key responsibilities include but not limited to:

Respond to operational post-production support inquiries from Visa issuers acquirers and processors in CEMEA region (Central East Middle East and Africa) to ensure best client experience.
Provide information and direction for CEMEA clients regarding VisaNet Core Application Services Billing Visa Resolve Online Clearing and Settlement Visa Token Service Visa Secure other Visa products and services and other operational queries within scope.
Perform general to 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 standards and all stages of the case resolution process in line with defined SLAs and targets. Manage the cases assigned or escalated from other support teams 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 drive better operational efficiency by active participation in meetings proposing new ways of doing things identifying opportunities to improve analyze personal performance/data other.
Contribute to adopting new tools and other resources ex. AI capabilities.
Contribute to executing Visa 2030 strategy.
Execute on the defined team operational metrics/targets.
Deliver best client experience.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications :

Experience in a customer-facing and/or customer service role in software financial/banking or information services
Language advanced in English (both written and oral). Additional language requirements Russian and/or French and/or Arabic.
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 and settlement flows knowledge of Visa products and services would be a significant benefit
Understanding of Net Promoter Scope (NPS) methodology and other client satisfaction/operational metrics
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 :

Remote Work :

Employment Type :

Full-time

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

Apply Now

About Company

Visa

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more

View Profile View Profile

AI AutoApply

Apply to 100+ jobs with one click