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**About Us**
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.

The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s Commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with integral peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

**Responsibilities**:

- Work closely with key internal teams including Technology & Operations, Product,



Customer Success, Technical Solutions, Client Success Managers, Implementations, Client Configuration, Licensing, and Sales to understand Client objectives and to seek out solutions.
- Accountable for the resolution of customer requests within agreed timeframes
- Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term
- Proactively resolve, own and manage stakeholder communication on all business & technical problems
- Maintain workflow balance and reduce case resolution times
- Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa
- Provide technical consultation and problem resolution to clients.
- Build and enhance positive working relationships with key clients and internal stakeholders.
- Utilize CRM to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident.
- Engage Technology, Engineering and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues.
- Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
- Take ownership of high severity incidents and engage with senior management for escalation and communication purposes.




- Contribute quality content to our support knowledge base.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

**Qualifications**

Basic Qualifications:
5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

Bachelor’s degree in computer science, Information Technology, Business Administration or equivalent work experience in a business analyst role in financial services

Significant experience working directly with external customers in a customer support role in financial services

Must be a self-starter with proven abilities in organization, conceptual and logical problem solving

Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement

Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently

Proficiency providing technical and consultative support to external customers and identifying business needs

Customer focus with proven ability to establish productive working relationships with staff and management at all levels

Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs

Proven ability to manage complex technical systems across several

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