Client Care Analyst

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters to you, to your community, and to the world.

Progress starts with you.

Global Client Resolution (GCR) Analyst works with issuers, acquirers, processors, merchants, fintechs, and Visa Internal worldwide to develop and deliver support for all Visa related transactions, information, and operations. This includes day-to-day operations and product support, internal client support, and customer performance reporting using Visa tools.

The Role:

This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations.

Key Responsibilities:

• Manage various business processes involved in addressing and resolving client inquiries through multiple support channels including chat, phone calls, and emails.
• Oversee activities and support implementation processes for digital initiatives, ensuring operational issues are resolved for Visa's global clients and processors within a 24x7 support model.
• Apply shared services best practices and leverage automation tools to exceed client and internal expectations.
• Utilize AI-powered platforms and automation solutions (e.g., Power Automate, ChatGPT, One CRM workflows) to streamline case handling, reporting, and documentation processes.
• Handle moderately complex problems of diverse scope by identifying appropriate courses of action and coordinating with internal resources to achieve Visa and client objectives.
• Utilize Tools Query and Excel functions to perform data queries and root cause analysis for validation and reporting.
• Address and resolve client inquiries, requests, and concerns using case management tools and AI-enhanced knowledge bases.
• Coordinate input from clients and internal Visa teams to expedite resolution and ensure optimal performance of Visa products and services.
• Perform work with a high degree of excellence, meeting established service level objectives.
• Ensure efficient and timely documentation processes for audit readiness, using automated tracking and version control systems.
• Maintain a high level of compliance in managing sensitive data, including strict adherence to data protection standards and secure handling of PAN (Primary Account Number) information.
• Supervise the maintenance and updating of documentation repositories such as SharePoint, Microsoft Dynamics, and other data platforms.
• Identify and implement improvements in forms, documentation, user guides, training materials, processes, and hand-offs to enhance service delivery.
• Recognize trends in inquiries and operational pain points to recommend process improvements and client training opportunities.
• Deliver timely and accurate monthly reports to global and regional stakeholders, using data visualization and AI tools to highlight variances and trends.
• Build and maintain positive working relationships with clients and internal stakeholders at all levels.
• Collaborate with cross-functional teams to ensure adherence to the Software Development Life Cycle (SDLC), applying both Agile and Waterfall methodologies as appropriate.
• Execute manual and automated tests to validate software functionality, performance, and reliability as required.
• Take the initiative to resolve problems and meet deadlines, collaborating with internal teams to ensure delivery on commitments.
• Stay current on new rules, products, services, and industry/technology trendsincluding AI and automationto support Visa's strategic goals and client initiatives.
• Develop comprehensive knowledge of supported products and services and their impact on client business.
• Provide global support across US, LAC, EU, AP, and CEMEA business hours as needed.
• Demonstrate flexibility in work schedule, including availability for weekends, holidays, and overtime as required in a 24/7 rotating shift environment.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Bachelor's degree with 35 years of relevant work experience, preferably in the payments industry.

Extensive experience in client support via email, phone, chat, and virtual presentations.

Solid understanding of Visa Payment systems or similar payment flows.

Working knowledge of Visa's systems including authorization, clearing, disputes, rules, and processing platforms is preferred.

Expert-level familiarity with payment industry terms and standards such as BID, BINS, B2B, Authorization, Clearing, and Settlement.

Understanding of client-server infrastructure and network protocols.

Strong grasp of the Software Development Life Cycle (SDLC), including Agile and Waterfall methodologies.

Hands-on experience with software testing practices, including test planning, test case creation, execution, and defect tracking.

Understanding of data structures and ability to perform basic data queries (e.g., SQL, Excel functions) for research and analysis.

Experience using or supporting AI-driven tools and automation platforms (e.g., Power Automate, UiPath, ChatGPT, or similar).

Ability to identify opportunities for automation and implement or support AI-based solutions to improve efficiency.

Demonstrated initiative in resolving problems and meeting deadlines independently.

Creative thinker with a willingness to take smart risks and propose innovative solutions.

Strong client-centric mindset with relationship management, strategic thinking, and problem-solving skills.

Ability to proactively identify processing efficiencies, service change needs, and system enhancement opportunities.

Proven organizational, conceptual, and logical problem-solving abilities.

Excellent time management, planning, and multitasking skills under strict deadlines.

High aptitude for setting priorities, influencing stakeholders, and managing expectations.

Demonstrated success in client relationship management.

Proficiency in Microsoft Office tools (Outlook 365, Excel, PowerPoint, Word, Visio, One CRM, etc.).

Flexibility to support 24x7 operations as needed.

Excellent verbal, written, and interpersonal communication skills.

Mastery of the English language and other foreign language if required

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.