Client Care 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 superior support model for our clients. This includes day-to-day operations and product support, back office support, Visa Rules management, cardholder disputes, compliance, client configuration, and customer performance reporting.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
**What a Client Care Analyst does at Visa**:
As a Client Care Analyst, you will be responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution, analytical skills and solid client relationship abilities. This role works independently and receives mínimal guidance.

In this role, you are expected to:

- Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
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 Account Managers, Account Managers, Project 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
**Why this is important to Visa**

This enables us to deepen our partnership with our clients and bring value to their business.

**Qualifications**:

- Bachelor’s Degree or equivalent qualification
- Minimum 5+ years of experience in 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, c