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.

Department 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

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

This role is responsible for providing consultation level expertise to internal and external clients on Digital Products such as Secure Remote Commerce, Visa Direct, Visa Token Services, Visa APIs and SDKs, Visa Secure/3DS and Visa Check Out.

Responsibilities

• Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface
• Identify, troubleshoot, manage, and resolve moderately complex technical, processing, application usage, or business issues to exceed customer expectations, interfacing with Product Development, Product Management, and/or Operations teams
• Act as the voice of the client to other internal groups, including the Product and Technical teams
• Proactively resolve, own, and manage stakeholder communication on all business & technical problems on digital products
• Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
• 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
• Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion
• 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
• 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

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
• Intermediate-level knowledge of multiple programming / scripting languages (Java, C/C++, Perl, PHP, etc.)
• Experience with API integration, JSON feed, error/exception handling
• Able to shift priorities and demonstrate a proactive willingness to influence others, and manage customer expectations
• Strong relationship management, strategic thinking, and problem-solving skills needed 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
• 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

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.
• Expert level knowledge of Visa’s systems including authorization and clearing systems and processing platforms is preferred but not required

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.