As a Client Resolution Analyst, you will be entrusted with the responsibility of managing a complex workload, executing in-depth analysis of our clients' operational queries and drawing meaningful conclusions. You will be expected to take ownership of problems and issues, steering them towards resolution, and adapt to changing circumstances with resilience and agility. We value curiosity and a passion for continuous learning to quickly grasp new concepts, systems and technologies.

The role requires an individual who can navigate uncharted territories and find solutions without relying on established processes.

Duties and responsibilities

• Lead the charge in managing and prioritizing your workload, seeking advice or escalating matters when necessary
• Analyse transaction data and logs, draw conclusions and present recommendations to clients
• Assume full responsibility for problems and issues, guiding them to resolution
• Identify and collaborate with the necessary parties required for troubleshooting where applicable
• Establish, develop, and maintain effective relationships with stakeholders, ensuring issues are resolved to the satisfaction of our clients
• Adapt to change effectively, displaying resilience in the face of changing demands and conditions
• Identify and act upon opportunities for improving services, aimed at enhancing the client experience
• Solve problems creatively, even in the absence of established processes and spot opportunities for improvements that enhance the client experience

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.

Essential Skills and Competencies

• Prior experience in a technical support role preferably in Banking or Financial Services
• Exceptional analytical and problem-solving capabilities
• Superior communication skills across all channels of interaction/both verbal and written
• Demonstrated skills in relationship management across organisational boundaries both internally and externally
• Ability to work collaboratively within a team as well as independently, driven by self-initiative
• A passion for client service, and a track record of working in a client-focused environment
• Proficiency in German or French, alongside English
• Desire to embrace change, successfully adapting to changing demands and conditions
 

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.