Provide implementation and configuration support, Meet all milestones and deliverables in a timely manner, Ensure customer expectations are met and exceeded.
Coordinate directly with peers to understand card program set up requirements and facilitate new card program installations, conversions and maintenance requests without customer impact.
Ability to demonstrate subject matter expert knowledge in implementations from a technical and or operational perspective.
Manage non routine, complex processing and change requests, as well as support customer initiatives.
Act as approver for other analysts on client program changes.
Conduct and trend internal and external opportunities and present for development within department.
Assess operational opportunities to increase service quality or efficiency within department.
Prepare and maintain detailed project plans, status reports, and issues logs in support of initiatives.
Build and enhance positive working relationships with internal stakeholders.
Represent customer system and operational requirements to internal Visa organizations.
Coordinate internal Visa resources to ensure delivery on commitments.
Report customer project accomplishments and deliverables to management monthly.
Provide training to internal and or cross-functional teams and external clients, as applicable.
Proactively identify and recommend opportunities for process improvement resulting in improved efficiency and effectiveness, and increased customer satisfaction.
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience in Business, Finance, Computer Science, or Information Technology, or a minimum of 5 to 7 years equivalent work experience in a customer support role in software, financial or information services. 3 to 5 years of direct Visa experience is preferred.
Experience using standard MS Office tools, e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.
Excellent time management, organization, and planning skills are essential.
Excellent verbal, written, presentation and interpersonal skills are required.
Ability to comprehend and translate complex technical issues and apply to business solutions
Demonstrate ability to articulate complex technical terms or processes into business language.
Able to set priorities, influence others, and manage customer expectations
Demonstrate success in customer relationship management.
Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi task under deadlines.
Working knowledge of client business drivers as it relates to their operations and processing services.
