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.

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As the Fulfillment Analyst for Consumer Products for Latin America and Caribbean (LAC), you will be responsible for ensuring the utmost Customer Experience for both our Clients and End-Consumers. Your goal will be to ensure that we evolve and optimize the value we deliver to our B2B2C customers, and that our value proposition successfully materializes. You will have a hands-on role in monitoring, evaluating, and improving our consumer-facing contact channels and call centers in the LAC region, as well as coordinating the fulfillment of our benefits with the vendors that provide these services.

Responsibilities:

• Identify opportunities on our benefits fulfilment process and develop plans to improve it for the benefit of the business and the CX/UX of end-consumers
• Establish KPIs to measure performance and identify optimization opportunities with an omni-channel point of view. Develop plans based on those insights, and carry them out to implementation
• Gather, monitor and improve training materials for call centers
• Assess potential incentive schemes to train and support customer-facing teams
• Bring in and implement best practices related to benefits fulfillment process
• Identify operational efficiencies to reduce costs and/or increase revenue
• Be the liaison between Products and Technology/Security teams for pen tests and security scans, while working alongside our key vendors to maintain or improve or applications based on business needs
• Closely partner with teams in Technology, Product, Security and Client Services to drive successful application implementation and maintenance
• Collect and analyze the requirements for new changes to existing technology and business processes
• Lead efforts related to use of new technology tools, process improvements and efficiencies
• Facilitate third-party vendor audit requirements

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Role requires an understanding of our business and the products we deliver, as well as the clients and end-consumers we serve. Attention to detail and process, strong technical acumen, ability to see things from a customer point of view and a sense of urgency will be key for success. You also have/are:

• More than 3 years of relevant experience including a minimum of 2 years’ experience in financial services, payments, software, or fintech
• Consistently show a data driven approach, attention to detail and track record of supporting change and delivering results.
• Experience using tools or platforms to manage applications, projects and/or product/solutions backlogs (i.e. Jira Align)
• Set priorities and manage customer and internal stakeholder expectations.
• Interpersonal and leadership skills to influence and build credibility. Team oriented, collaborative and flexible. Experience managing third-party vendors.
• Strong technical aptitude with the ability to process technical information and turn it into simple, easy-to-digest explanations for business partners.
• Clear articulation and compelling messages communication to external business partners.
• Able to independently lead and manage projects.

• Call center experience is a plus.
• Fluent or native in English and Spanish. Portuguese is a plus.

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.