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.

This position can be filled in Atlanta, Ashburn, Austin or Miami Visa office - no relocation assistance will be offered for this position

Client Support Services (CSS) 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. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Scope

The individual in this position will be accountable for the overall operational client relationships, optimizing performance, identifying, and enabling new services and capabilities. The client advocate within Visa. The individual will be required to deliver operational excellence to our clients by providing strategic proactive service, support and advice that enables them to optimize and transform their business performance. They will manage a range of complex operational/ technical 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 subject matter expert and must have a strong understanding of our clients’ processing and Visa’s processing systems and assets.

Essential Functions

• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• Considered the functional expert for their client's processing and operational business.
• Serve as an escalation point for Regional Signature Clients for technical operational support of all Visa products, services, processing questions and issues.
• Conduct regular engagement with Clients and provide proactive 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 (including authorization, clearing & settlement, back office processing).
• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• 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.
• Maintain relationship with Clients to understand local market needs and trends and gain insight on the need to enhance the support approach provided.
• 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, 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.
• Coordinating, communicating, and assessing client readiness for mandates, enterprise and market initiatives such as Business Enhancements
• Partner with assigned Account Executives to identify additional business opportunities.
• Provide operational and technical support for service interruption/ outage events

Basic Qualifications

•  8 or more years of work experience with a Bachelor’s 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

• 9+ years progressively responsible experience in a customer support role in financial services, payment card, software or information services is required. 
• Ability to pivot from strategic thinking to tactical delivery with both technical and business delivery.
• A curious mindset with the ability to engage in the debate of ideas in order to successfully solve a wide range of business problems.
• Strong interpersonal skills and proven abilities in negotiating with and influencing clients and colleagues, as an individual contributor.
• Ability to represent technical and business issues and solutions to multiple levels, both internally and externally.
• Ability to manage competing priorities which are of diverse scope and complexity that require significant initiative and good judgment
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Ability to comprehend and translate complex technical issues and apply to business solutions.  
• Ability to manage client and stakeholder expectations through a collaborative, aligned approach.  
• Passionate about client advocacy and demonstrated ability of building strong partnerships with clients, resources, and internal stakeholders.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.  
• Excellent verbal, written, presentation and interpersonal skills, including the ability to influence others
• Strong organizational and project management skills  
• Superb proficiency with troubleshooting and resolving complex issues
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.).  Advance Power point for professional presentations.

Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

Work hours: Incumbent must make themselves available during core business hours and occasionally after hours, including on-call responsibilities for clients.

Travel Requirements: Position might require occasional travel for training or team meetings 

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, and reach with hands and arms.

EEO Statement

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.