Implementation Analyst, Client Configuration (Spanish Speaking)

Visa; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Visa seeks an experienced Configuration Analyst to support client configurations and implementations. You will work with financial institutions and fintech clients, handling standard configuration requests, coordinating with stakeholders, and resolving issues with limited guidance.

A Bachelor’s degree and 5+ years in customer support are required, with English and Spanish proficiency. The role requires in-office presence at least 3 days per week, with opportunities to contribute to process

Qualifications

• Minimum 5+ years equivalent experience in a customer support role in software or financial or information services.
• Bachelor’s degree in Business, Finance, Computer Science, or Information Technology, or equivalent qualification.
• Experience using standard MS Office tools (Outlook, Teams, Excel, PowerPoint, Word).
• Excellent time management, organisation, and planning skills.
• Excellent verbal, written, and interpersonal skills.
• Ability to articulate technical terms simply to suit audience.
• Ability to manage priorities and multi-task under deadlines.
• Ability to communicate effectively in English (and Spanish).

Responsibilities

• Provide implementation and configuration support to Visa clients and regions.
• Manage standard types of configuration requests in support of client initiatives.
• Meet deadlines through effective workload management and prioritization.
• Coordinate with clients and internal stakeholders to understand program setup requirements.
• Review and configure client configuration requests for accuracy and completeness.
• Participate in client configuration calls with stakeholders.
• Complete configuration tasks adhering to audit requirements and billing.
• Provide fast problem resolution and out-of-hours support as needed.
• Coordinate emergency requests with internal resources.
• Review and approve team configuration changes.
• Maintain and improve communications with stakeholders and build client relationships.
• Contribute to team processes and procedures.

Education

Bachelor's degree

Customer support

Time management

Communication

English & Spanish

Tools

MS Office

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Team Summary:

Client Services provides industry-leading 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, enabling our client-facing teams to deliver and scale new products, services, and initiatives into the market.

The Client Configuration Management (CCM) team provides client configuration and implementation expertise involving a unique set of skills with highly specialized knowledge of complex systems and applications as it relates to Client programs, and to transaction processing/routing and its implications to clients and cardholders. Clients include financial institutions, merchants, third-party processors, non-traditional clients, state-owned entities, and direct connect merchants.

What a Configuration Analyst does at Visa:

An Implementations Analyst focused on Configurations is a client-facing individual contributor responsible for managing standard configuration activities along with identifying and resolving issues of low to mid complexity. This position is at a professional level and requires an individual to work independently while receiving moderate guidance.

In this role, you are expected to:

• Provide implementation and configuration support to assigned Visa clients and/or support to assigned countries/regions.
• Manage standard types of configuration requests in support of client and Visa initiatives.
• Meet deadlines through effective management of workload and prioritization.
• Coordinate directly with clients or via internal stakeholders to understand program set-up requirements and manage steps required to support all new card program installations, processor conversions, and updates to existing programs without customer impact.
• Review, research, analyze, and configure each client configuration request in detail to ensure completeness and accuracy. Highlight discrepancies, inconsistences, and incomplete information to the client or internal requestor.
• Participate in calls associated with client configurations with internal stakeholders and / or clients.
• Accurately complete configuration tasks, adhering to all audit requirements and performing correct billing.
• Provide fast problem resolution support for production and testing configuration changes, provide out-of-hours support according to a rota, and report and triage root cause and process improvements to improve the service we deliver.
• Facilitate standard emergency requests and coordinate internal resources (i.e. real time changes with network operations).
• Review and approve other team members’ configuration changes.
• Provide responsive, accurate, and timely communications to internal and external stakeholders.
• Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e. Client Success Management, Client Implementation, & Testing).
• Contribute to the maintenance and improvement of team processes and procedures.

Why this is important to Visa:

The Analyst (individual contributor) develops configuration expertise in the overall set-up of client programs from a business, client, and technical perspective within Visa. Clients include financial institutions, third-party processors, and non-traditional Fintech clients. This role is responsible for providing functional and technical consultative support to internal and external stakeholders for low- to mid-complexity programs, projects, and other implementation activities for clients.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

We are looking for an individual who is analytical and has a curiosity about payments, is results-driven and is client-focused.

As a candidate, you should have:

• A minimum of 5+ years equivalent experience in a customer support role in software or in financial or information services.
• Bachelor’s degree in Business, Finance, Computer Science, or Information Technology, or equivalent qualification.
• Experience using standard MS Office tools (e.g. Outlook, Teams, Excel, PowerPoint, Word, etc.).
• Excellent time management, organisation, and planning skills
• Excellent verbal, written, and interpersonal skills.
• Ability to articulate technical terms or processes in simple terms to suit your audience.
• Able to set priorities, influence others, and manage customer expectations.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritise effectively and multi-task under deadlines.
• Ability to remain calm and professional in high-stress situations.
• Ability to follow processes and procedures and to adjust to a continuously changing environment.
• Support business hours according to your supported region
• Ability to communicate effectively in English and Spanish is required

Preferred Qualifications:

• 2 to 4 years of direct Visa experience is preferred
• Working knowledge of payments network and transaction processing – message routing, stand-in processing, clearing, and settlement.

Projects you will be a part of:

As part of the team, you will get opportunity to work on projects to support the deployment of new issuer and acquirer programmes for clients in Visa’s global network. Additionally, you will support updates to existing configurations requested by our clients to optimize their processing.

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.