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, inconsistencies, 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.