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Client Care Business Program Analyst
Posted on 4/7/2022
Austin, TX, USA
Experience Level
Desired Skills
  • 2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
  • Assist in facilitating and driving communication throughout DPS and the larger Client Care organization using proper communication channels
  • Build effective partnerships with Client Care Project Management, Training, Quality Assurance, Compliance, Sr. Directors, and Account Managers to collaboratively produce and update accurate and effective communications (Pro-Flashes, Job Aides, etc.)
  • Analysis of existing documentation (Training materials, Job Aides, SOPs), prior to publishing a Pro-Flash communication to avoid duplication and/or redundancy as well as proper understanding by recipients
  • Ensure that all communications and documentations are properly filed and archived for the required retention period
  • Update existing and create new Standard Operating Procedures (SOP) as needed to document DPS Contact Center processes and procedures, and maintain a library of existing SOPs up-to-date
  • Updating and maintaining applicable tools in a timely manner (Guided Help, Prepaid Matrix, Program Guides, etc.)
  • Manage appropriate email inboxes (i.e. GCCS Procedures Mailbox) and SharePoint sites to ensure all requests received are responded to / worked' within appropriate service levels
  • Act as Subject Matter Expert (SME) for DPS procedures and processes to be able to provide clarification and guidance to questions that arise as a result of communications being published
  • Effectively prioritize to deliver on-time completion of all tasks assigned
  • Provide ad hoc support as needed to Call Center Management to ensue daily departmental tasks are effectively accomplished
  • Actively seek new process and methods to update and delivery communication
  • Participate in ad hoc projects as needed to support the department and/or function
Desired Qualifications
  • 3 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
  • Technical writing experience is a plus or related experience
  • STRONG Project Management experience (Six Sigma or PMP Certified Strongly Preferred)
  • Expert skill in creating written content and presentations with complex information in a rapid-paced environment
  • Advanced knowledge of the payments business and VISA operating procedures
  • Advanced knowledge of all Payment Product Lines
  • Skilled in word processing and desktop publishing tools (Outlook, SharePoint, Word, Excel, and Power Point)
  • Strong verbal and written communications skills
  • Self-motivated and strong time management skills with the ability to work under tight deadlines
  • Flexible team player with strong interpersonal skills, who is able to take direction, offer a point of view, and work with a variety of people within the organization
  • Ability to adapt to change quickly to tackle unfamiliar tasks and requests with enthusiasm and resourcefulness
  • High degree of professionalism, courtesy and respect
  • Demonstrated ability to work in a complex organization to determine business and customer needs and to build solutions to meet those needs
  • This position can be located in Miami or Austin

10,001+ employees

Leading credit card company
Company mission
Visa's mission is to remove barriers and connect more people to the global economy. The company provides end-to-end financial infrastructure.
  • Health Insurance.
  • Life Insurance.
  • Dental Insurance.
  • Disability Insurance.
  • Accidental Death & Dismemberment Insurance.
Company Values
  • Integrity: Doing well by doing right.
  • People: Behind payments are people.
  • Innovation: Pioneering with a purpose.
  • Clients: Keeping clients in focus.
  • Collaboration: Pulling ahead by pulling together.