client care Analyst (payments)Visa

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
Global Client Services works with issuers, acquirers, processors, and merchants worldwide to develop and deliver industry-leading operational support model for Visa Inc. 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.
Job Scope
Client Care Analyst is an individual contributor with a primary focus on operations. This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with guidance only in complex and unconventional situations.
Responsibilities
Manage activities, support implementation processes for digital initiatives, and resolve operational issues for Visa's Global clients and processors in a 24x7 support model using shared services best practices to exceed client and internal expectations.
Manage client inquiries using case management tools, live chat and voice support services.
Coordinate input from clients and internal organizations as needed. Perform work with a high degree of excellence, maintaining established service level objectives for completion.
Manage an efficient and timely process, ensuring proper documentation for audit purposes.
Identify key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
Identify opportunities to improve forms, documentation, user guides, training materials, processes, and hand-offs to expedite and improve service delivery.
Deliver timely and accurate monthly reports to global and regional stakeholders, identifying and speaking to any variances and trends.
Manage documentation in but not limited to SharePoint, Microsoft Dynamics, and other data repositories.
Build and enhance positive working relationships with internal and external stakeholders.
Must be able to take the initiative to resolve problems and meet deadlines for assigned work, coordinating, and collaborating with internal Visa resources to ensure delivery on commitments.
Qualifications
Bachelor's degree or equivalent work experience required, with a 3-5 year's work experience in the payment industry field.
Have a good understanding on Visa Payment system or similar payment flow.
Solid background on case management tools, live chat, and voice support.
Expert understanding of payment industry terms and standards like BID, BINS, Treasury, Authorization, Clearing and Settlement.
Good understanding of new payment methods and understand like Visa Secure, 3DS, Tokenization and mobile payment.
Understanding and experience in Visa Tools like VOL, VROL, CORE&CONFIG, Client Profile, Edit Package is an advantage.
Good technical and troubleshooting skills using Windows and Mainframe.
Must be able to take the initiative to resolve problems and be comfortable in "thinking outside of the box", in demonstrating innovative thinking as well as smart risk taking.
Excellent time management, organization, and planning skills are essential.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated success in customer relationship management.
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritize and multi-task under strict deadlines.
Excellent verbal, written, and interpersonal skills are needed. Mastery of the English language required.
Flexibility in work schedule for 24x7 support operations is vital.
Additional Information
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

Pasay City, Metro Manila
Permanent
Full-time