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

Account Support Associate, Client Support Experience jobs

Sr. Account Support Associate, Client Support Experience

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