Analyst, Account Support

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 supporting 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 an Account Support Analyst does at Visa**

As Account Support Analyst, you will be leading Client Services operational engagements for Visa Tier-3 clients. This position is at an intermediate level and requires execution, analytical skills, and client relationship abilities. This role works independently.

In this role, you are expected to:

- Manage operational support, fulfilling the service needs for Tier-3 clients. This includes responding to both inbound client queries as well as outbound proactive client engagements.
- Work with our clients to manage assignments such as client initiatives, or change requests that are diverse in scope, and determine the appropriate courses of action to deliver.
- Act as our client liaison, providing technical expertise to structure effective solutions, deliver support for service changes and system enhancements.
- Deliver support for Visa’s biannual business enhancements and Visa mandates.
- Assist in incident management, identifying processing problems and client impacts; communicate ongoing situation status and resolution.
- Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization.
- Identify additional business opportunities for Tier-3 clients, drive value-added services and new payment flows to increase service quality & revenue.
- Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
- Identify and implement opportunities to improve the client experience by streamlining operational processes.

**Why this is important to Visa**

Qualifications
- Bachelor’s Degree or equivalent qualification
- Minimum 5+ years of experience in a customer support role in software, financial or information services, or with at least 2 years knowledge on payment systems services
- Familiarity with automation and process improvement methodologies is a plus
- Working knowledge of Microsoft Office
- Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently
- Excellent time management, project management, organization, and planning skills
- Communications skills both verbal and written in either Chinese in order to serve a portfolio of clients from China and Taiwan.

What will also help:

- Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service
- Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
- Demonstrate success in client relationship management

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 require