Job Description And Responsibilities
The Regional Client Resolution team is responsible for providing post-production operational support to Clients and their line(s) of business, managing a wide range of moderate to complex problems of diverse scope, identifying opportunities to improve Client performance and Client experience along with the appropriate courses of action, and driving issues and opportunities through to completion.
Key responsibilities include, but not limited to:
- Respond to operational, post-production support inquiries from Visa issuers, acquirers and processors in CEMEA region (Central East, Middle East and Africa) to ensure best client experience.
- Provide information and direction for CEMEA clients regarding VisaNet Core Application Services, Billing, Visa Resolve Online, Clearing and Settlement, Visa Token Service, Visa Secure, other Visa products and services, and other operational queries within scope.
- Perform general to moderate transaction research to analyze potential technical or operational problems or issues.
- Log service requests (cases) in a timely and accurate manner in accordance with defined internal processes and standards.
- Follow the Client Resolution Case management standards and all stages of the case resolution process in line with defined SLAs and targets. Manage the cases assigned or escalated from other support teams efficiently.
- Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues.
- Be accountable for delivering against commitments to clients.
- Be organized in tasks and activities.
- Keep accurate records in the defined CRM system.
- Contribute to developing process improvement procedures to drive better operational efficiency by active participation in meetings, proposing new ways of doing things, identifying opportunities to improve, analyze personal performance/data, other.
- Contribute to adopting new tools and other resources, ex., AI capabilities.
- Contribute to executing Visa 2030 strategy.
- Execute on the defined team operational metrics/targets.
- Deliver best client experience.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications
- Experience in a customer-facing and/or customer service role in software, financial/banking or information services
- Language – advanced in English (both written and oral). Additional language requirements – Russian and/or French, and/or Arabic.
- Experience within card processing/ card technologies/account management/contact center/implementation project management within payments departments would be beneficial
- Data analytical skills
- Strong communication and business writing skills
- Technical aptitude with the ability to absorb lots of technical information and strive for continuous constant learning
- Understanding of basic authorization, clearing and settlement flows, knowledge of Visa products and services would be a significant benefit
- Understanding of Net Promoter Scope (NPS) methodology and other client satisfaction/operational metrics
- Must be a self-starter with strong organization, time management, problem solving and resolution management skills
- Customer focus with proven ability to establish productive working relationships with key internal stakeholders
- Proficiency in Microsoft Office, Excel, Tableau.
