Client Success Consultant

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

• Support Visa processing strategy with the Government, Central Bank and other regulatory institutions which aligns to the Global CS strategy and support model.

• Demonstrate a strong understanding of Visa's processing capabilities overall with specific knowledge of operational and support process.

• Ensure synchronization with key Product, Sales and Acceptance activities.

• Identify specific client opportunities in close cooperation with local relationship management and product teams.

• Identify value added opportunities and highlight performance benefits to internal and external stakeholders.

• Develop and manage short term operational initiatives and client-driven continuous improvement plans.

• Provide insight, consultancy and operational development plans to both internal and external stakeholders. Perform regular monitoring and report violations which require invoking the Compliance Program.

• Manage a range of complex problems of diverse scope and take a broad perspective to identify innovative solutions without requiring guidance, except where escalating to management is appropriate.  The individual is considered a functional expert and must have strong understanding of the Client’s processing and operational business.

• Establish and foster relationships with Regulators, National Switches, Clients and internal stakeholders at all levels of staff, acting as liaison for the client and other Visa groups. Coordinate internal resources to accomplish Visa and client objectives.

• Work proactively with National Switches and clients 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 (including authorization, clearing & settlement, back-office processing).

• Identify and analyze processing problem with customer imp, communicate ongoing situation status, Report SLA performance and develop improvement plans to address chronic customer problems.

• Serve as an initial escalation point for National Switch for day-to-day support of all VisaNet products, services, processing questions and issues.

• Building relationships with National Switch org’s and acting as a liaison between them and Visa groups to support their operational business.

• Identify operational process improvements, whilst spotting out revenue-generating and/or cost-saving opportunities

• Sell Visa VAS’s using consultative selling technique.

• Proactively identify and provide guidance on processing strategies, environments, interfaces and business priorities.

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

• Being the functional expert for processing and operational business, provide operational and product-based expertise and guidance with a view to client operational readiness and effective implementation.

• Coordinate 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.

• Manage implementation of the Visa Business Enhancements for National Switch.  Participate in all trainings and discussions for the BER. Develop implementation plans suitable for both Visa and National switch.

• On a regular basis provide feedback to all internal stakeholders concerning National Switch readiness status to Visa mandates and participate in mitigation planning if the deadline is not achievable.

• Participate in Visa Client Forums. Prepare and give presentations for clients, Nat Switches and regulators.

• Provides client education on card processing and business parameters, as well as other client specific education based on support trends and-or new service implementations.

• Work closely with Network Processing team, Support Lines, CCM and Project Implementation teams to prioritize projects, issues resolution strategies and be able to support organizational objectives.

• Ensure required information is logged and documentation is completed and maintain for historical records and auditing purposes into MSD. 

• Provide operational and technical support for Service Interruption Events.

• Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.

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

Professional:
• Bachelors/Degree or equivalent work experience. Typically requires a minimum of 5-10 years progressively responsible experience in customer service, project management and technical support role in the financial or information technology industry.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Exhibit advanced planning, organizational and problem solving skills.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Demonstrated leadership capabilities and project management skills.
• Demonstrated ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Self motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative team work spirit
• Fluent English.
• Ability to travel.

Technical:
• In-depth knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, VSS,, EMV and Visa Integrated Circuit (VIS) technical specifications so that second level technical support can be provided to clients and internal teams.
• High knowledge of the electronic payments landscape including mobile and internet payments.
• Working knowledge of payments network and processing services – message routing, STIP, clearing and settlement, Visa Direct, Token.
• Working knowledge of Client business drivers for their operations and processing businesses.
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Working knowledge of digital transformation/environments
• Basic knowledge of APIs

Business:
• Customer service and client focus
• Internal and external stakeholder management
• Sales support
• Project management
• Strong oral and written communications
• Influencing and negotiation skills
• Complex analysis

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.