Analyst - Client Resolution

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

This individual contributor role involves problem solving and identifying innovative solutions. The analyst will operate independently, receiving guidance only in complicated situations.

Essential Functions:

• Deliver high-value customer service to Visa clients and staff to exceed expectations and advocate for clients.

• Handle a variety of moderately complex problems, coordinating with internal teams to meet Visa and client objectives.
• Collaborate proactively with Clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.
• Work closely with various departments to understand Client goals and find solutions.
• Advocate for Visa Clients to internal stakeholders including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
• Expedite resolution and solution implementation to ensure optimal performance of Visa products and services.
• Maintain relationships to understand market needs, trends, and support approach improvements.
• Establish and foster relationships with Clients and internal stakeholders at all levels.
• Stay updated on new rules, products, services, and industry trends to support Visa's strategic goals and Client initiatives.
• Build knowledge of all supported products and services, understanding their impact on clients’ business.

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.

Qualifications

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Bachelor's degree with 2+ years in financial services, payments, software, or information services industries.
• Commitment to delivering exceptional client experiences.
• High attention to details.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong relationship management, strategic thinking, and problem-solving skills.
• 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).
• Mastery of English, fluency in additional languages is a plus depending on the region (European, CEMEA, LAC).

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 66,400.00 to 91,300.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.