Release Specialist & Client Success Analyst – Shared Services Europe - job 2 of 4

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Client Success Shared Services team is responsible for providing operational assistance to a large and diverse number of Visa clients. The team is responsible for helping clients resolve issues and drive improvement opportunities to completion.

The Analyst, Client Success is an individual contributor responsible for managing the operational relationship with focus on the Business Enhancement Release (BER) for applicable clients and providing operational support and assistance in growing clients’ business. This role serves as a functional specialist, located in either Warsaw, Madrid or Riga and reporting to Head of Client Success, Shared Service Hub Europe.

This role will provide the opportunity to shape how Visa leads the management of a significant group of its growth clients through support and input into the automated tools, capabilities and processes that enhance the client experience. The individual will also define and deploy client support and service implementation strategies that drive value for our clients and support Visa’s strategy. This involves delivering effective, efficient, and consultative operational support aligned to business objectives.

Responsibilities

• Client relationship management with Issuer, Acquirer and Processor, that involves regular communication with clients via email, phone and Microsoft OneCRM to understand their needs and resolve their issues, pre-dominantly focused on Business Enhancement Release (BER), but also operational nature.
• Ensure client readiness of the bi-annual Business Enhancement Release by coordinating with multiple clients and Visa teams within pre-defined deadlines. Understand the BER related Technical Letters to be able to serve technical client queries.
• Ensure prompt and accurate resolution of client inquiries, always acting as a client advocate, deploying outbound and proactive client engagement when appropriate.
• OneCRM queue and Outlook mailbox coordination of BER and Shared Service Hub team to ensure prompt and comprehensive resolution of client queries (that come via Client Resolution). This might include redirecting queries to correctly identified internal stakeholders.
• Provide necessary support to the SSH CSMs in managing client relationships and solving client issues.
• Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution.
• Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels.

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

• The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team.
• Ability to communicate complex technical terms and/or processes in business language tailored to client
• Able to effectively prioritize and multi-task under deadlines
• Technical knowledge of Authorizations, Clearing & Settlement & back-office
• processing and experience with Visa Business Enhancement (BER) advantageous.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. Work both as part of a team and independently.
• Demonstrated 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.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Fully computer literate in CRM product/s (e.g. Microsoft OneCRM) and MS
• Office tools, preferably with knowledge how to leverage those at scale.
• Fluent English required. Local language and any other additional European
• languages advantageous.

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.