CMS Client Care Analyst

Responsibilities

• Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team
• The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.
• Provide technical and operational support to financial institution, act as the voice of the client to other internal groups, including the Product and Technical teams
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
• Accountable for the resolution of all customer requests within agreed commercial timeframes
• Develop operational relationships with our financial institutions and key stakeholders.
• Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term
• Manages business relationships with clients and partners to develop solutions and/or create complementary products/services
• Proactively resolve, own and manage stakeholder communication on all business & technical problems
• Lead discussions, representing products and services from both a technical and business perspective.
• Manage technical communications with customer services team
• Partner with platform & product teams to identify enhancements and reduce incidents
• Establish and foster relationships with internal stakeholders at all levels of management. Work to maintain and grow client relationships while ensuring excellent ongoing client service
• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations
• Develop cross-functional influence to ensure execution on client needs and resolution of complex technical issues
• Proactively identify and solve complex problems that impact the management, relationship, and direction of the business
• Maintain workflow balance and reduce case resolution times
• Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa
• Proactively identify operational opportunities and implement recommendations
• Develop and implement strategic plans, operational initiatives, and projects for continuous improvement
• 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.

Basic Qualifications

• 2 years of work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, JD, MD) or 0 years of work experience with a PHD
• Must be a self-starter with proven abilities in organization, conceptual and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
• Strong technical aptitude with ability to absorb technical information and apply to business solutions
• Proficiency providing technical and consultative support to external customers and identify business needs
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
• Working knowledge of Microsoft Office
• Excellent verbal, written, presentation and interpersonal skills required
• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently
• Ability to read, write, and speak Japanese fluently

Preferred Qualifications

• 4 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or a minimum of 2 years of work experience with a PhD
• Previous experience in successfully leading client-facing or technology-focused teams
• While this is a customer service role (not IT), experience in troubleshooting complex web application programming interfaces (APIs) gateways, integration or environmental issues is a plus