Client Success Analyst

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
**Team Summary**

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business

**What a Client Success Analyst does at Visa**:

- Take personal accountability for managing clients’ operations, technical and on-boarding-related inquiries meeting or exceeding clients’ expectations.
- Collaborate with internal teams for case resolution that cannot be solved immediately based on available information.
- Manage clients’ expectations on speed of issue resolution and provide interim updates.
- Show strong understanding on client’s concerns and share the insights with internal teams.
- Own and manage client inquiries on Visa Products and Services through closure
- Escalate urgent and outstanding issues promptly.
- Act as liaison between internal teams (technical and business) fostering partnership between them and effectively managing clients’ expectations.
- Support maintenance of knowledge repository and processes improvement.
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and Visa services.
- Support administrative matters such as meeting organizing, material preparation, contacts to clients, etc.

**Why this is important to Visa**

**Projects you will be a part of**:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa.
- Working with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients
- Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables
- Onboarding new Fintechs

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

**Qualifications**:

- Bachelor’s Degree or equivalent qualification
- Minimum 5 years’ work experience, with at least 2 years of client service experience
- Curious, self-starter, learning and strong problem-solving mindset
- Ability to articulate complex technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
- Effective presentation skills, time management, project management, organization, and planning skills.
- Able to set priorities, influence others, and manage customer expectations.
- Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Working knowledge of Microsoft office

What will also help:

- Demonstrate success in client relationship management.
- Strong internal team and external client stakeholder management with a collaborative, diplomatic, and flexible style, able to work effectively in a matrixed organization
- Digital knowledge and working with Fintechs is a plus

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in Singapore are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.