Client Care Analyst

OPIS STANOWISKA I OBOWIĄZKÓW:

This role sits at the centre of our client experience, ensuring our technology performs reliably and our clients receive fast, transparent, high‑quality support. You will be instrumental in maintaining trust, improving platform reliability, and enabling frictionless payment and loyalty experiences for partners across Europe.

Responsibilities:

• Own the end‑to‑end resolution of client‑related technical queries, assuming full responsibility for issues and guiding them to timely resolution.

• Support partners across the payments ecosystem, including acquirers, issuers, service providers, merchants, PSPs, and gateways.

• Apply strong technical knowledge of payments, authorisation flows, system integrations, and APIs to troubleshoot and resolve complex issues.

• Navigate internal systems, retrieve and analyse logs and transaction data, and identify root causes with precision.

• Take proactive ownership of client inquiries, anticipating needs and addressing potential challenges before they arise.

• Deliver expert guidance by leveraging deep product understanding to support clients through complex scenarios.

• Handle a workload queue of active tickets concurrently, resolving cases from a few hours to several days depending on complexity.

• Collaborate efficiently with Level 3 technical SMEs and cross‑functional teams such as Finance, Billing, Customer Success, Product Owners, and Operations when specialised support is required.

• Operate within established guidelines, training materials, and processes while using creative problem‑solving in situations without predefined procedures.

• Work within a follow‑the‑sun model: primarily support European clients, with occasional support for other regions as needed.

• Maintain a strong focus on client satisfaction, contributing to NPS goals and meeting targets for speed and quality of resolution.

• Communicate clearly and professionally with clients: strong client‑facing skills are essential.

• Identify opportunities for process and workflow improvements and partner with internal teams to enhance the overall client experience.

• Demonstrate an agile working style, adapting to changing demands, managing workload effectively, and remaining resilient in dynamic environments.

• Embrace AI and emerging technologies, showing enthusiasm for using new tools to enhance analysis, efficiency, and client service.

• Apply strong analytical skills to break down complex issues, interpret data, and recommend actionable solutions.

KWALIFIKACJE:

• Prior experience in a technical support, troubleshooting, or client facing operational role: experience within Banking, FinTech, Payments, or Financial Services is ideal but not mandatory.

• Proven ability to troubleshoot complex technical issues, including analysing logs, interpreting transaction data.

• Strong critical thinking skills with the ability to assess problems quickly and resolve issues efficiently, even in the absence of established processes.

• Passionate about delivering high quality service and enhancing the overall client experience.

• Excellent verbal and written communication skills, with the ability to translate complex technical concepts into clear, concise explanations for both technical and non technical audiences.

• Self motivated, proactive, and able to demonstrate a strong sense of urgency and accountability in delivering results.

• Proven relationship management skills, with the ability to build trust and collaborate effectively across internal teams and external stakeholders.

• Able to work both collaboratively within a team environment and independently using self initiative.

• Enthusiasm for learning and adopting new technologies, including AI tools, to support faster and smarter problem resolution.

• Strong organisational and prioritisation skills, with the ability to manage multiple active issues or tickets simultaneously.

• Demonstrated adaptability, resilience, and comfort working in dynamic environments with changing priorities.

• Proficiency in another European language is desirable but not essential.

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.