Client Care Analyst

Visa; Województwo mazowieckie; Hybrid; PLN 45,000 - 65,000; Full time

Job summary

A global payments technology leader is seeking a Client Resolution Specialist in Poland to support clients and improve their experience. This hybrid role requires strong customer service skills, experience in the financial sector, and proficiency in advanced English, with additional languages being a plus. Key responsibilities include responding to client inquiries and logging service requests. Candidates must have strong analytical and communication abilities.

Qualifications

• Experience in a customer-facing role in software or financial services.
• Language requirements - advanced English and additional languages like Russian or French.
• Understanding of card processing and client satisfaction metrics.

Responsibilities

• Respond to post-production support inquiries from Visa clients.
• Log service requests accurately as per defined processes.
• Work with stakeholders to resolve client issues and deliver best experiences.

Skills

Customer service experience

Advanced English

Data analytical skills

Strong communication skills

Technical aptitude

Problem-solving skills

Proficiency in Microsoft Office

Tools

Tableau

Excel

Job description

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Regional Client Resolution team is responsible for providing post-production operational support to Clients and their line(s) of business, managing a wide range of moderate to complex problems of diverse scope, identifying opportunities to improve Client performance and Client experience along with the appropriate courses of action, and driving issues and opportunities through to completion.

Key responsibilities include, but not limited to:

• Respond to operational, post-production support inquiries from Visa issuers, acquirers and processors in CEMEA region (Central East, Middle East and Africa) to ensure best client experience.
• Provide information and direction for CEMEA clients regarding VisaNet Core Application Services, Billing, Visa Resolve Online, Clearing and Settlement, Visa Token Service, Visa Secure, other Visa products and services, and other operational queries within scope.
• Perform general to moderate transaction research to analyze potential technical or operational problems or issues.
• Log service requests (cases) in a timely and accurate manner in accordance with defined internal processes and standards.
• Follow the Client Resolution Case management standards and all stages of the case resolution process in line with defined SLAs and targets. Manage the cases assigned or escalated from other support teams efficiently.
• Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues.
• Be accountable for delivering against commitments to clients.
• Be organized in tasks and activities.
• Keep accurate records in the defined CRM system.
• Contribute to developing process improvement procedures to drive better operational efficiency by active participation in meetings, proposing new ways of doing things, identifying opportunities to improve, analyze personal performance/data, other.
• Contribute to adopting new tools and other resources, ex., AI capabilities.
• Contribute to executing Visa 2030 strategy.
• Execute on the defined team operational metrics/targets.
• Deliver best client experience.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

• Experience in a customer-facing and/or customer service role in software, financial/banking or information services
• Language – advanced in English (both written and oral). Additional language requirements – Russian and/or French, and/or Arabic.
• Experience within card processing/ card technologies/account management/contact center/implementation project management within payments departments would be beneficial
• Data analytical skills
• Strong communication and business writing skills
• Technical aptitude with the ability to absorb lots of technical information and strive for continuous constant learning
• Understanding of basic authorization, clearing and settlement flows, knowledge of Visa products and services would be a significant benefit
• Understanding of Net Promoter Scope (NPS) methodology and other client satisfaction/operational metrics
• Must be a self-starter with strong organization, time management, problem solving and resolution management skills
• Customer focus with proven ability to establish productive working relationships with key internal stakeholders
• Proficiency in Microsoft Office, Excel, Tableau.

Additional Information

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.