Sr. Account Support Associate, Client Support Experience

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.

Key responsibilities

• Design and publish regular MI and analysis to the Client Support and VPL management teams pertaining to the Client Support case load, transaction exceptions rates etc. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
• Case feedback / rating – collate and publish MI around individual case feedback. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
• Investigate Client Monthly Temperature Check feedback relating to the Client Support team.  Perform deep analysis and publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
• Regular review with all team members to identify opportunities for toolset refinements/improvements. Publish recommendations to CS/management team, and champion successful ideas through development backlog
• Administer Ongoing Training. Maintain ongoing training material as processes are added/changed, and monitor reports to ensure compliance with requirements
• Represent Client Support when performing Client Service Reviews and Bank Partner QBRs (Quarterly Business Reviews)
• Represent Client Support during the design and onboarding phase for clients and bank partners, until final handover into BAU
• Define and maintain CS acceptance criteria for newly onboarded clients and new products/services Support Client Support team with analysis/investigation of complex issues, unexpected behavior/negative trends, and areas of improvement
• Partner with all internal support and management teams to disseminate relevant information to external clients, bank/wallet partners, or internal stakeholders that may help drive positive changes for the business
• Develop a strong understanding of all technical aspects of the business from payment flow to notifications and reporting
• Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments

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

• Strong analytical skills, including expertise using MS Excel.
• Strong documentation skills.
• Ability to work creatively with strong problem-solving skills and ability to manage multiple priorities and demands.
• Ability to grasp technical concepts and adapt to all changes in a fast-paced and ever-changing environment.
• Team player with proven abilities in organizational, conceptual, and logical problem solving.
• Strong interpersonal skills and proven abilities influencing stakeholders and cross-functional teams at all levels.
• Excellent time management and organizational skills.
• Excellent verbal, written, presentation and interpersonal skills are required.

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 welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.