Job Description

The Analyst, Technical Solutions for the Elite Care – Escalated Team is an individual contributor role responsible for managing complex and escalated client issues for Visa’s Elite Care clients. This position requires strong problem-solving skills, sound judgment, and the ability to operate independently while coordinating across multiple internal teams.

The role serves as an escalation point within the Elite Care support model, handling issues that may span multiple products, platforms, or processes and require advanced investigation, coordination, and client communication. The analyst partners with internal stakeholders to drive resolution and ensure a high-quality client experience.

Responsibilities

• Serve as the primary point of contact for escalated Elite Care client issues, managing complex cases from intake through resolution
• Deliver high‑value, client‑focused support to Visa clients and internal partners, including sensitive and time‑critical situations, while advocating for client needs
• Act as a subject matter expert across multiple Visa Business Solutions products, maintaining deep technical and operational knowledge
• Independently assess complex client issues, determine appropriate resolution paths, and coordinate cross‑functional teams to drive timely resolution
• Lead and coordinate cross‑functional service delivery initiatives involving Client Success, Sales, Product, Engineering, Systems, and other internal teams
• Represent the client perspective internally by clearly communicating issue details, business impact, urgency, and required outcomes to ensure proper prioritization
• Bridge the knowledge gap between client business stakeholders and technical teams by translating requirements, system behavior, and operational impacts
• Proactively identify recurring issues, operational inefficiencies, and process gaps, and contribute recommendations to improve service quality and client experience
• Support and drive continuous improvement initiatives, including service delivery enhancements, operational reviews, and client‑driven improvement plans
• Manage complex customer change requests, system enhancements, and operational requirements while negotiating expectations internally and externally
• Maintain proactive, clear, and professional communication with clients and internal stakeholders throughout the issue and escalation lifecycle
• Ensure prompt, thorough resolution of client inquiries and maintain accurate, up‑to‑date support documentation within required timelines
• Build and sustain strong working relationships with key clients and internal stakeholders at all organizational levels
• Provide guidance and support to lower‑tier analysts on complex cases, escalation handling, and best practices
• Educate and train clients on supported services, best practices, and operational optimization
• Monitor trends, client usage patterns, and industry developments to support client initiatives and Visa’s strategic objectives
• Report key client outcomes, project accomplishments, and deliverables to senior management
• Provide leadership and timely escalation to management when issues arise that may jeopardize resolution or client satisfaction
• Support strategic planning efforts by identifying opportunities to elevate operational support from reactive to strategic engagement

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)4 or more years of work experience with a Bachelor’s Degree
• In-depth technical experience such as customer support / technical support.
• Familiarity with the following tools: SQL, Splunk, Power BI, Tableau.
• Client facing experience. Demonstrated success in customer relationship management.
• Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner.
• Experience working with e-commerce platforms, transaction processing and payment service providers (gateways).
• Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud based payments and chip cards (contact and contactless).
• Demonstrated strong leadership capabilities and interpersonal skills
• Executive-level written and verbal communication, and customer interaction skills
• Strong organization skills including resolution management and follow up
• Strong problem solving skills

Additional Information

** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% of the time.

** Mental/Physical Requirements:** This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 89,200.00 to 138,600.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.