As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network – enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.
Job Description
Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. CS is responsible for a host of critical services that support the broader Visa organization and clients, including Account Management, Project Management, Visa Rules Management, Dispute Resolution Management, Compliance, Client Testing and Configuration, and Client Tools. The team also provides support for Visa’s DPS, CyberSource, Authorize.net, and Cardinal Commerce businesses. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
Job Description and Responsibilities
The Regional Account Support Center teams are responsible for providing operational assistance to Clients and their line(s) of business, managing a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues and opportunities through to completion.
Job Scope
The Client Care Consultant serves as a functional/technical expert, working independently with guidance only in complex and unconventional situations.
Responsibilities
Coordinate with internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and that the client perspective is represented within the organization. Provide proactive planning and operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall transaction performance.
Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
Develop and manage strategic planning and operational initiatives, special projects and client-driven continuous improvement plans. Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
Manage a range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion, coordinating with internal resources to accomplish Visa and client objectives.
Provide guidance on Client processing strategies, environments, interfaces and business priorities.
Support biannual business enhancements and all Visa mandates
Partner with assigned Account Executives to identify additional business opportunities
Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.
Collaborate with Client to complete Client-required actions including digital certificate renewals, capacity planning, business enhancement readiness, and other actions needed to maintain processing systems.
Work closely with Technical Account Managers, Account Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions.
Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal.
Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.
Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.
Establish and foster relationships with Clients and internal stakeholders at all levels of staff and senior management.
Stay abreast of new rules, products and services, and industry and technology trends to be able to support Visa strategic goals and Client initiatives.
Maintain advanced knowledge of all supported product and services and how these impact clients’ business.
Qualifications
Basic Qualifications
4 years of work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD degree
Preferred Qualifications:
7-10 years of work experience with a Bachelors Degree or 6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 years of experience with a PhD.
Bachelor’s degree and seven or more years of experience in the financial services, payments, software, or information services industry
Expert level knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred
Strong relationship management, strategic thinking, and problem solving skills needed in order to provide proactive identification of processing efficiencies, service change needs and guidance on system enhancements.
As a functional expert, must have a strong understanding of the industry and our Clients processing and operational businesses.
A proven track record for making sound business decisions, setting direction and managing both short and long-term goals, achieving high quality operational results and customer commitment
Proficient in performing analysis and drawing conclusions from written or computer generated material and from observed trends
Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently.
Capable of developing and managing short and long-term plans, adapting as the industry or environment changes
Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships.
Proven abilities in organizational, conceptual, and logical problem solving. Excellent time management, organization, and planning skills are essential.
Excellent verbal, written, and interpersonal skills are required. Mastery of the English language required.
For European candidates, fluency in Spanish, Portuguese, French, Italian, German, Polish, and/or Turkish is a plus.
For CEMEA candidates, fluency in Russian, Arabic, and/or French is a plus
For LAC candidates, fluency in Spanish and/or Portuguese is required.
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 has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.
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.
Apply Now
To help us track our recruitment effort, please indicate your email/cover letter where (vacanciesinukraine.com) you saw this job posting.