Responsibilities

📍Client relationship management with Issuer, Acquirer and Processor, that involves regular communication with clients via email, phone and 📍Microsoft OneCRM to understand their needs and resolve their issues, pre-dominantly focused on Business Enhancement Release (BER), but also operational nature. 📍Ensure client readiness of the bi-annual Business Enhancement Release by coordinating with multiple clients and Visa teams within pre-defined deadlines. Understand the BER related Technical Letters to be able to serve technical client queries. 📍Ensure prompt and accurate resolution of client inquiries, always acting as a client advocate, deploying outbound and proactive client engagement when appropriate. 📍OneCRM queue and Outlook mailbox coordination of BER and Shared Service Hub team to ensure prompt and comprehensive resolution of client queries (that come via Client Resolution). This might include redirecting queries to correctly identified internal stakeholders. 📍Provide necessary support to the SSH CSMs in managing client relationships and solving client issues. 📍Provide continuous and timely input to management to drive escalating to relevant department management when issues arise that might jeopardize problem resolution. 📍Log required data accurately as expected to maintain consistent internal reporting dashboard for different management levels.

Qualifications

📍The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of a newly established team. 📍Ability to communicate complex technical terms and/or processes in business language tailored to client 📍Able to effectively prioritize and multi-task under deadlines 📍Technical knowledge of Authorizations, Clearing & Settlement & back-office processing and experience with Visa Business Enhancement (BER) advantageous. 📍Strong technical aptitude with the ability to absorb technical information and apply to business solutions. 📍Ability to set priorities and manage customer expectations, with the relevant guidance and support necessary. Work both as part of a team and independently.

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