**Company Description** Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid. Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa. **Responsibilities** Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team Conducting thorough research on Visa regulations and requirements, verifying and synthesizing information from credible sources, maintaining accurate and organized documentation. Work closely with Technical Solutions, Client Success Managers, Implementation Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions. Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal. Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance. Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach. Clearly communicating complex information in both written and verbal form. - The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions. Collaborate with Client to complete Client-required actions including digital certificate renewals, capacity planning, business enhancement readiness, and other actions needed to maintain processing systems. Provide technical and operational support to financial institution, act as the voice of the client to other internal groups, including the Product and Technical teams Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs Accountable for the resolution of all customer requests within agreed timeframes Develop operational relationships with our financial institutions and key stakeholders. Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term Proactively resolve, own and manage stakeholder communication on all business & technical problems Lead discussions, representing products and services from both a technical and business perspective. Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations Maintain workflow balance and reduce case resolution times Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa This is a hybrid position. Expectation of days in 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) Must be a self-starter with proven abilities in organization, conceptual and logical problem solving Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgement Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently Proficiency providing technical and consultative support to external customers and identify business needs Customer focus with proven ability to establish productive working relationships with staff and management at all levels Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs Working knowledge of Microsoft Office Excellent verbal, written, presentation and interpersonal skills required **MUST BE FLUENT in English AND Portuguese** Knowledge and understanding of Visa Direct Product Experience in Authorization, Clearing and Settling with VisaNet Previous experience in successfully leading client-facing or technology-foc