Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. B2B Acceptance Resolution team is a global team dedicated to improving acceptance and tackling challenges in the B2B space worldwide. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What the Analyst, Technical Solutions - Acceptance does at Visa:
The Analyst, Technical Solutions - Acceptance position is an individual contributor role responsible for providing technical expertise, product consultation and problem resolution. This individual will primarily work with Visa Issuing Financial Institutions, technology partners, as well as internal product and IT operational teams. This role will work as the functional / technical specialist to educate, inform, and solve complex problems for B2B payments.
This role includes managing the operational side of the client relationship and has a focus on working with partners in the payment ecosystem to further improve card acceptance across the market.
In this role, you are expected to:
Provide technical consultation and problem resolution to clients
Identify and remove operational reasons for non-acceptance of card payments, partnering with both internal and external stakeholders to drive resolution
Build and enhance positive working relationships with key clients and internal stakeholders
Monitor and analyze key trends with live merchants and partners, escalating internally where appropriate
Utilize CRM (Microsoft Dynamics) to respond to client inquiries, providing prompt response, status and keeping client updated throughout the incident
As part of a global team, keep peers and relevant stakeholders informed and provide updates
Manage all acceptance solution operational activities
Act as liaison for the client by working with key internal teams including IT Operational teams, Product, Sales, and other business leaders
Engage B2B Mobility Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
Educate and train clients on best practices for all supported services
Represent complex customer change requests, system, or operational requirements, negotiate and manage expectations internally and externally
Proactively notify clients regarding any widespread or business critical problems with the application,
Stay current with Commercial and Money Movement Solutions, releases and inform / educate clients as needed on latest enhancements
Follow the Sun support, as appropriate
Why this is important to Visa:
The Analyst, Technical Solutions - Acceptance is vital in helping Visa to deliver against the operational needs of a key market segment, allowing us to provide the right support and partnership that recognises client specific requirements. This role provides an excellent opportunity to grow Visa’s business by driving value to our clients through effective, customer centric support.
Projects you will be a part of:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
· Working with the in-country team to expand the business in the market
· Working with regional and global client services counterparts deliver a seamless client experience
· Understanding the new products and services requirements and coordinate internal resources to accomplish Visa and client objectives
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
