Key Responsibilities
- Manage various business processes involved in addressing and resolving client inquiries through multiple support channels including chat, phone calls, and emails.
- Oversee activities and support implementation processes for digital initiatives, ensuring operational issues are resolved for Visa’s global clients and processors within a 24x7 support model.
- Apply shared services best practices and leverage automation tools to exceed client and internal expectations.
- Utilize AI-powered platforms and automation solutions (e.g., Power Automate, ChatGPT, One CRM workflows) to streamline case handling, reporting, and documentation processes.
- Handle moderately complex problems of diverse scope by identifying appropriate courses of action and coordinating with internal resources to achieve Visa and client objectives.
- Utilize Tools Query and Excel functions to perform data queries and root cause analysis for validation and reporting.
- Address and resolve client inquiries, requests, and concerns using case management tools and AI-enhanced knowledge bases.
- Coordinate input from clients and internal Visa teams to expedite resolution and ensure optimal performance of Visa products and services.
- Perform work with a high degree of excellence, meeting established service level objectives.
- Ensure efficient and timely documentation processes for audit readiness, using automated tracking and version control systems.
- Maintain a high level of compliance in managing sensitive data, including strict adherence to data protection standards and secure handling of PAN (Primary Account Number) information.
- Supervise the maintenance and updating of documentation repositories such as SharePoint, Microsoft Dynamics, and other data platforms.
- Identify and implement improvements in forms, documentation, user guides, training materials, processes, and hand-offs to enhance service delivery.
- Recognize trends in inquiries and operational pain points to recommend process improvements and client training opportunities.
- Deliver timely and accurate monthly reports to global and regional stakeholders, using data visualization and AI tools to highlight variances and trends.
- Build and maintain positive working relationships with clients and internal stakeholders at all levels.
- Collaborate with cross-functional teams to ensure adherence to the Software Development Life Cycle (SDLC), applying both Agile and Waterfall methodologies as appropriate.
- Execute manual and automated tests to validate software functionality, performance, and reliability as required.
- Take the initiative to resolve problems and meet deadlines, collaborating with internal teams to ensure delivery on commitments.
- Stay current on new rules, products, services, and industry/technology trends—including AI and automation—to support Visa’s strategic goals and client initiatives.
- Develop comprehensive knowledge of supported products and services and their impact on client business.
- Provide global support across US, LAC, EU, AP, and CEMEA business hours as needed.
- Demonstrate flexibility in work schedule, including availability for weekends, holidays, and overtime as required in a 24/7 rotating shift environment.
Tools Used
- Outlook365 and Shared Mailbox
- MS Office (SharePoint, MS Teams, Excel, PowerPoint, CoPilot)
- Microsoft Dynamics/One CRM
- Genesys/IWS
- Visa Online and other internal tools
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.