Customer Fulfillment Associate

4 months 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: Powering Payments, Uplifting People.**

**Job Description**:
The Customer Fulfillment Associate is an entry-level technical service and customization role delivering customer solutions developed for VISA clients. You will be working alongside customer fulfilment team members of intermediate and senior ability, as well as other team members and consultants.

High quality customer experience is a part of VISA’s purpose of ‘We believe that economies that include everyone everywhere, uplift everyone everywhere’ and this is essential to the success of this role. In addition, your technical knowledge will contribute to the continuous improvement of services and processes. You will follow the CF Team Quality Assurance and Risk mitigation processes for the services provided and contribute to the end-to-end completion of Service Requests through their lifecycle.

You will be part of a team who are growing the capabilities and services in Visa Spend Clarity to deliver scalable and robust solutions that will take Visa Spend Clarity to more customers and users around the globe. With an engineering group of nearly 300 people, Visa Spend Clarity is a key focus area with large growth ambitions driven by customer needs and a desire to innovate using modern cloud technologies.

**Areas of Accountability**

You are expected to manage the end-to-end lifecycle of assigned Service Requests including:

- Ensuring work orders capture client requirements and meet Customer Fulfilment’s standards
- All communication, at regular and agreed intervals, with the customer through the life of the Service Request
- Completing the Service Request
- Ensuring service levels are met or exceeded
- Ensuring quality standards are adhered to
- Technical support and investigation
- Learning through team members when required
- Follow coding style standards and guidelines
- Write documentation
- Onboard knowledge shared by other team members
- Participate in active learning with an open mind
- 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 two days a week, with a general guidepost of being in the office 50% of the time, based on business needs._

**Qualifications**:

- An understanding of the Microsoft technology stack and how it could relate to Visa Spend Clarity
- Customer support experience, especially in an IT Services environment
- Business analysis exposure
- Basic XSL / XML development
- MS SQL development capability
- Management of assigned service requests
- Exposure to working with teams across multiple time zones
- Experience with Cloud/SaaS web environments
- Ideally tertiary qualified with appropriate certifications
- Open mind to learning skills and development processes.

**Valuable Experience**
- 2+ years’ experience in professional software development
- Experience with transactional systems (e.g., banking, finance, telecommunications, etc.)
- Financial industry experience
- Ideally tertiary qualified with appropriate certifications
- ITIL certification beneficial
- Exposure to frameworks such Scrum or Kanban
- Ability to navigate complexity by making sense of complex issues and ambiguity by seeking to clarify and isolate into the most important elements
- Understanding of balancing commercial and technical considerations to achieve business outcomes
- Data operation and troubleshooting experience

Additional Information

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.

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