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Sr. Account Support Associate, Client Support Experience - Jobs in Toronto, CANADA

Visa
Job LocationToronto, CANADA
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionKey responsibilities

  • Design and publish regular MI and analysis to the Client Support and VPL management teams pertaining to the Client Support case load, transaction exceptions rates etc. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
  • Case feedback / rating – collate and publish MI around individual case feedback. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
  • Investigate Client Monthly Temperature Check feedback relating to the Client Support team.Perform deep analysis and publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
  • Regular review with all team members to identify opportunities for toolset refinements/improvements. Publish recommendations to CS/management team, and champion successful ideas through development backlog
  • Administer Ongoing Training. Maintain ongoing training material as processes are added/changed, and monitor reports to ensure compliance with requirements
  • Represent Client Support when performing Client Service Reviews and Bank Partner QBRs (Quarterly Business Reviews)
  • Represent Client Support during the design and onboarding phase for clients and bank partners, until final handover into BAU
  • Define and maintain CS acceptance criteria for newly onboarded clients and new products/services Support Client Support team with analysis/investigation of complex issues, unexpected behavior/negative trends, and areas of improvement
  • Partner with all internal support and management teams to disseminate relevant information to external clients, bank/wallet partners, or internal stakeholders that may help drive positive changes for the business
  • Develop a strong understanding of all technical aspects of the business from payment flow to notifications and reporting
  • Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments

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