Company Description Job Description Key responsibilities
- Design and publish regular MI and analysis to the Client Support and VPL management teams pertaining to the Client Support case load, transaction exceptions rates etc. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
- Case feedback / rating - collate and publish MI around individual case feedback. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
- Investigate Client Monthly Temperature Check feedback relating to the Client Support team. Perform deep analysis and publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
- Regular review with all team members to identify opportunities for toolset refinements/improvements. Publish recommendations to CS/management team, and champion successful ideas through development backlog
- Administer Ongoing Training. Maintain ongoing training material as processes are added/changed, and monitor reports to ensure compliance with requirements
- Represent Client Support when performing Client Service Reviews and Bank Partner QBRs (Quarterly Business Reviews)
- Represent Client Support during the design and onboarding phase for clients and bank partners, until final handover into BAU
- Define and maintain CS acceptance criteria for newly onboarded clients and new products/services Support Client Support team with analysis/investigation of complex issues, unexpected behavior/negative trends, and areas of improvement
- Partner with all internal support and management teams to disseminate relevant information to external clients, bank/wallet partners, or internal stakeholders that may help drive positive changes for the business
- Develop a strong understanding of all technical aspects of the business from payment flow to notifications and reporting
- Perform all tasks and activities in accordance with Visa Payments Limited's policies, procedures, and contractual commitments
Qualifications Basic Qualifications
Preferred Qualifications
- Strong analytical skills, including expertise using MS Excel.
- Strong documentation skills.
- Ability to work creatively with strong problem-solving skills and ability to manage multiple priorities and demands.
- Ability to grasp technical concepts and adapt to all changes in a fast-paced and ever-changing environment.
- Team player with proven abilities in organizational, conceptual, and logical problem solving.
- Strong interpersonal skills and proven abilities influencing stakeholders and cross-functional teams at all levels.
- Excellent time management and organizational skills.
- Excellent verbal, written, presentation and interpersonal skills are required.
Additional Information
Visa
