What a Technical Solutions Analyst does at Visa:
Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.
In this role, you are expected to:
• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client
• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish client’s and Visa’s objectives
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.
• Build and enhance positive working relationships with key clients and internal stakeholders
• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
• Educate and train clients on best practices for CMS product suite
• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.
• Negotiate and manage expectations of clients and internal stake holders
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan
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.
