Client Care Analyst

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

This individual contributor role involves solving complex problems and identifying innovative solutions. Responsibilities:

• Deliver high-value customer service to Visa clients and staff to exceed expectations and advocate for clients.
• Collaborate proactively with Clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.
• Advocate for Visa Clients to internal stakeholders including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
• Lead complex cross-functional initiatives between clients and internal teams.
• Coordinate resources to achieve Visa and client goals.
• Resolve client inquiries promptly and maintain updated support documentation.
• Build strong relationships with key clients and stakeholders.
• Represent clients within Visa to prioritize enhancements.
• Identify operational improvements to boost service quality and efficiency.
• Report project accomplishments to senior management.
• Act as a liaison, providing problem management and system enhancement support.
• Educate clients on best practices.
• Manage complex change requests, negotiating and managing expectations.
• Serve as an escalation point for complex issues.
• Notify clients of critical problems or maintenance outages.
• Stay informed about payment industry trends and Visa products.
• Coach new staff and identify training opportunities.
• Escalate issues to department management when necessary.
• Assist in leading department projects and initiatives.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

3 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhDExcellent communication skills (written and verbal).Strong analytical and problem-solving skills.High attention to details.Ability to work under pressure and handle multiple tasks simultaneously.Customer-focused mindset with an ability to empathize with clients and resolve issues efficiently.Understanding of credit card processing, payments gateways, and related technologies.Sound business decision-making, goal setting, and achieving high-quality operational results.Prioritization and management of customer expectations, both in team and independent settings.Developing and managing adaptable plans in changing environments.Excellent interpersonal skills with a proven record of customer satisfaction.Solid organizational, conceptual, and logical problem-solving abilities.Strong relationship management, strategic thinking, and problem-solving skills.Ability to establish productive working relationships.Efficient in Microsoft office (Outlook, Excel, Word and Power Point).Fluent in Spanish, English and Portuguese.Experience in customer support role in financial services or payments card industry.Excellent troubleshooting skills.

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.