Client Care Analyst (Client Resolution)

Responsibilities:

• Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
• Identify, troubleshoot, manage, and resolve moderately complex technical, processing, application usage, or business issues to exceed customer expectations, interfacing with Product Development, Product Management, and/or Operations teams
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
• Develop and manage strategic planning and operational initiatives, special projects and client-driven continuous improvement plans. Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• Support biannual business enhancements and all Visa mandates
• Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.
• Work closely with Technical Solution Team, Client Success Manager, O&I Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions. 
• Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
• Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.
• Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.

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

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 and five or more years of experience in the payments, software, or information services industry
Intermediate-level knowledge of multiple programming / scripting languages. (Java, C/C++, Perl, PHP, etc.)
Experience with API integration, JSON feed, error/exception handling
Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
Basic level knowledge of Visa’s systems including authorization and clearing systems and processing platforms is preferred
Strong relationship management, strategic thinking, and problem-solving skills needed to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements.
A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
Capable of developing and managing short and long-term plans, adapting as the industry or environment changes
Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
Proven abilities in organizational, conceptual, and logical problem solving. Excellent time management, organization, and planning skills are essential.
Excellent verbal, written, and interpersonal skills are required. Mastery of the English language 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.