Job Description

Essential Functions

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 behaviour/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

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

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
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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 anddemands
Ability to grasp technical concepts and adapt to all changes in a fast-paced and ever-changingenvironment
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

Additional Information

** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% of the time.

** Mental/Physical Requirements:** This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 82,100.00 to 145,150.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.