Outreach Support Analyst

Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Outreach Support Analyst will report to the EMEA Client Support Manager and will be expected to develop a detailed and thorough understanding of the payment service and the end to end payment lifecycle.

This role will support both the Visa Direct Payout and Visa Payment Limited business units by providing detailed analysis and investigation with the aim of identifying solutions and improvement opportunities. This role will furthermore provide a quality assurance function by reviewing our interactions with clients.

While the role will offer some opportunity to direct client engagement, the majority of the Outreach Support Analyst time will be spent applying their Subject Matter Expert Knowledge to improve the client experience, efficiency of processes and quality of the support and service offered to clients.

What we expect of you, day to day.

• Support the Global Business Optimization team with the analysis and investigation of complex issues, unexpected behavior/negative trends. Monitor the GBO inbox, identify the cause and proposing/initiate the required change.
• Act as a key point of escalation for the Client Support team (VDP/VPL) for complex queries. Review all “aged” client support cases on a weekly basis and intervene and support as required.
• Act as a key member of the cross functional Command Centre to support new client and route launches through a hyper care (warranty) period.
• Take the lead on all underlying issues inhibiting the Client Support team from functioning effectively or preventing the delivery of service to client and engage, Partner Service Managers and other stakeholders as required. Take a lead role on Client Portal development / functionality elaboration / requirements (VDP/VPL).
• Perform the Client Support case quality reviews.
• Ensure cases are sampled, scored, feedback provide, and remediation actions taken.
• Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments.
• Work within and contribute to the CSI (Continuous Service Improvement) framework to improve the service and/or client experience and streamline the delivery of support services.
• Support the ongoing development of and distribute a Client Support Performance Dashboard (including commentary) reviewing case types, case class, volumes and outcomes.

Qualifications

What we’re after...

• Must have experience providing hands on B2B service/support to Bank, financial institutions and/or fintech clients and at least 2 years of recent experience supporting a payment service
• Must have experience investigating and resolving complex issues, incidents and queries
• Must have demonstrable experience of data analysis and trend identification
• Must be able to use data to identify service improvement opportunities (i.e. identifying faults with processes which are affecting client satisfaction) to enhance client experience.
• Must be an analytical and methodical problem solver with a high attention to detail
• Must have a collaborative mindset and be able to work closely with others to deliver results
• Must have a demonstrable track record of taking ownership of issues and driving to resolution
• Must be able to make decisions based upon available information, present recommendations and deal with moderate challenges.
• Must be able to embrace change and adapt to changing demands and conditions.
• Must have experience using ticket / case management systems to exclusively manage workload / customer queries.
• Ideally have a detailed knowledge of cross-border and/or local ACH payment principles, rules, practices and industry norms
• Ideally have previous exposure to SWIFT messaging standards and understand the core message types and usages
• Ideally have a good understand of FX (Foreign Exchange) concepts and processes
• Self-motivated and able to manage own workload but escalate and seek guidance where required.
• Ability to build and maintain productive relationships (internal, external)
• Strong multi-tasking skills & attention to detail.
• Strong verbal and written communication.

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

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