Client Care Role Based Facilitators Managed Services Analyst

2 months ago

Austin, Texas, United States Visa Full time

Job Description

The Client Care People and Client Experience Team is focused on cultivating a culture that encourages growth, development, and engagement. We aim to provide our clients with exceptional service by minimizing their effort through swift, seamless, and effective service models and resolutions.

The Client Care Training Facilitator will play a key role in delivering our Client Care's training needs. This role ensures that all team members, especially in Client Care, acquire the skills and expertise necessary to exceed client expectations.

Responsibilities:

Facilitate role-based learning experiences across a variety of technical topics for new hires or existing Client Care teams
Supports and helps to prepare SMEs/Business Leads to co-facilitate learning events as needed
Use effective facilitation techniques and tools to create a positive and interactive learning environment.
Partner with stakeholders to maintain accuracy of learning materials by proactively identifying content gaps and opportunities for improvement, including those required by procedural or process updates.
Partner with Visa University to make necessary instructional design updates and revisions to the learning programs.
Provide ongoing support and coaching to team members following learning sessions to ensure retention and application of the learned skills and knowledge.
Keeps their subject matter expertise up to date by taking in calls or processing cases on an agreed upon regular requirement and meeting Quality assurance requirements
Identify opportunities for customized training opportunities in partnership with the business, client experience team, knowledge management team, quality team, and the business

Travel as needed to conduct role based facilitation training
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.
Qualifications:
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)

- Subject matter expertise on any of the following: Managed Services (DPS, GCAS, Digital)

- A minimum of 3 years' experience in role based facilitation/training delivery preferably in a contact center environment, b2b, or payments

- Profound knowledge of adult learning principles and training design.

- Excellent classroom and time management skills.

- Strong written and verbal communication skills.

- Proficiency in MS Office and Learning Management Systems (LMS).

- Experience with e-learning platforms and practices.

- Proven track record in developing and executing successful training programs.

- Strong project management skills.

Additional Information

** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% of the time.

** Mental/Physical Requirements:** This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 73,400.00 to 103,650.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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