Customer Fulfilment Specialist

3 weeks ago

Auckland City, New Zealand Visa Full time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
**Team Summary**

The Customer Fulfilment Team is part of the Platform Delivery Team. The Team develops customised extracts and reports and set up complex configurations such as the automation of files to/from clients, and SSO. Using development languages such as XSLT, SAML and SQL we manage configuration changes that require scripts to make the changes in the backend, following best practice methodology for our internal QA of the development work to ensure accuracy and compliance before deployment.

**What a Customer Fulfilment Specialist does at Visa**:
**Responsibility**

**Manage Service Requests**
**Description**
- Manage and provide end to end development of assigned Service Requests
- Effectively manage assigned escalations ensuring the optimal balanced outcome for both customers and the business is reached

**Measure**
- Assigned Service Requests are actively managed though their lifecycle and delivered within expectations and ETAs
- Assigned escalations are proactively managed

**Application Configuration**

**Description**
- Make configuration changes to supplied specifications
- Test configuration changes made

**Measure**
- Accurate configuration delivered to specifications and ETAs

**Software Development, Configuration and Testing**

**Description**
- Develop requested client-specific functionality to supplied specifications
- Develop custom finance extracts to client specifications
- Develop custom reports using SQL and other reporting technologies to client specifications

**Measure**
- Dependable code developed to specifications and within ETAs
- Custom finance extracts developed to specifications and within ETAs
- Custom reports developed to specifications and within ETAs
- Accurate configuration to specifications and within ETAs

**Customer and Project Issue Resolution**

**Description**
- Effectively manage escalations ensuring the optimal balanced outcome for both customers and the business is achieved
- Provide additional support to product and project teams as required

**Measure**
- Assigned service requests are actively managed and delivered within expectations and ETAs
- Assigned escalations are proactively managed

**Team Support**

**Description**
- Aid in incident triage and resolution to the other teams as required

**Measure**
- Service Requests are delivered within expectations and ETAs

**Professional Development and Teamwork**

**Description**
- Develop professional growth and development plan and manage and review in consultation with your Line Manager
- Develop product knowledge using training program and self-directed learning
- Create and maintain relevant documentation to ensure team knowledge base is continuously improving
- Share knowledge learned with wider team to ensure team knowledge is continuously improving
- Contribute to the continuous improvement process by contributing feedback on team procedures, processes, and technology

**Measure**
- Professional development plan in place and on target
- Product knowledge is increasing
- Product knowledge is passed on to the Customer Fulfilment and wider Fraedom team
- Team knowledgebase is increasing

**Why this is important to Visa**

High quality customer experience is a part of VISA’s purpose of ‘We believe that economies that include everyone everywhere, uplift everyone everywhere’.

The primary responsibility of this role is to manage Service Requests though their lifecycle. This could involve configuring, developing and / or supporting requested client-specific functionality on VISA platforms.

Team members are expected to provide end to end management of assigned Service Requests including:

- Ensuring work orders capture client requirements and meet Customer Fulfilment’s standards
- All communication with the customer through the life of the Service Request
- Completing the Service Request
- Ensuring service levels are met or exceeded, and
- Ensuring quality standards are adhered to.

Other responsibilities include technical support and problem investigation and resolution.

As a member of the Customer Fulfilment Team, you will b

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