Analyst, Technical Solutions

Job Description
Visa Commercial Solutions provides issuers and their corporate clients a suite of products and capabilities to simplify the critical processes that businesses perform daily. These critical processes include managing expenses, compliance, vendors and reporting. They also provide analysis for corporates in order to make informed business and financial decisions about employee and company spend. Commercial Solutions also facilitate payments between buyers and suppliers, using online solutions or APIs. The Analyst provides operational and technical support to North American banks and partners regarding Visa’s suite of commercial products. This role will be a subject matter expert on multiple products and will represent the team and its clients in advocating for platform improvements and enhancements.
Job Scope This individual contributor role is responsible for identifying and resolving client issues of moderate complexity. This position will provide day-to-day support to financial institutions, which includes responding to customer inquiries related to web-based software applications issues while ensuring customer expectations are exceeded.
Responsibilities
Provides high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients
Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
Coordinate internal resources to accomplish Visa and client objectives
Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and services.
Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
· Build and enhance positive working relationships with key clients and internal stakeholders
Represent client perspective within Visa organization to ensure enhancements are prioritized
Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
Report customer project accomplishments and deliverables to senior management
Educate and train clients on best practices for all supported services
Perform ongoing proactive operational reviews
Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.
Bridge the knowledge gap between the business personnel at the bank and their technology counterparts
Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution
Available to travel 10-20% of the time or as needed to support business, based on assigned clients.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.