Client Services Consultant

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Position Summary

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. Considered the functional expert for their client's processing and operational business. This role provides tactical support to financial institutions and partners for B2B Connect is Visa’s high-value, cross-border payments solution which is designed to give financial institutions a simple, fast and secure way to process cross-border business-to-business payments globally.  This role has responsibility for end-to-end client delivery and operations.  This role requires knowledge of bank international payment operations, international wire payments and interbank correspondent bank operations.  The role calls collaboration and partnership with cross-functional leadership across Client Services, Sales, Product, and Technology.  The candidate should understand industry best practices and have client-facing technical consulting experience, and demonstrate breadth of knowledge in transaction banking and treasury management solutions.  Requires client-focused mindset.

Visa B2B Connect product.  Candidate is responsible to be a subject matter expert and consultant to financial institution clients, ensuring clients’ objectives are achieved.

Job Scope

Responsibilities

• The Consultant serves as primary contact and initial escalation point for clients for all day-to-day support of all B2B Connect product, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.

• Provides high value customer service support on day-to-day items to financial institutions and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients

• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages

• Considered the functional expert for their client's operational treasury business.

• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact clients

• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams

• Act as liaison for the clients, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.

• Represent client perspective within Visa organization to ensure enhancements are prioritized

• Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system/platform 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 performance

• Stay current with industry and client trends and maintain a strong knowledge of the B2B Connect product and service.

• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.

• Develop and manage strategic planning, 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.

• Support business enhancements and mandates.

• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines

• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency

• Report customer project accomplishments and deliverables to senior management

• Educate and train clients on best practices for all supported services

• Perform ongoing proactive operational reviews

• Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.

• Bridge the knowledge gap between the business personnel at the bank and their technology counterparts

• Need for SME who can develop closer relationships with Product & Sales teams.

• Coach all new staff and recognize training opportunities for all staff

• Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution

• Available to travel 10-20% of the time or as needed to support business, based on assigned clients.

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

Basic Qualifications

Minimum of three years of experience in the banking sector, demonstrating a robust understanding of the industry.  

Proven track record in managing client relationships, showcasing their ability to foster and maintain strong connections with customers.

Demonstrates a strong capability in identifying and resolving operational support challenges, ensuring efficient and effective issue management

Preferred Qualifications

• Understanding of transaction banking, large Wire payments, International Transaction Management, SWIFT, and Cash / Treasury Management solutions and operations
• Experience with international payment operations teams
• Functional experience in in back office operations, settlement and reconciliation processes
• Strong skills in Excel for data analysis.
• Advance Power point for professional presentations.
• Excellent verbal, written, presentation and interpersonal skills required.

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.