Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa’s 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 Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border 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 Visa’s commercial 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 company's 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
* 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.
* 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 commercial 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
* Manages business relationships with clients and partners to develop solutions and/or create complementary products/services
* 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.
* Manage technical communications with customer services team
* Partner with platform & product teams to identify enhancements and reduce incidents
* Establish and foster relationships with internal stakeholders at all levels of management. Work to maintain and grow client relationships while ensuring excellent ongoing client service
* 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
* Develop cross-functional influence to ensure execution on client needs and resolution of complex technical issues
* Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
* 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
* Proactively identify operational opportunities and implement recommendations
* Develop and implement strategic plans, operational initiatives, and projects for continuous improvement
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
