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.

The Technical Account Management (TAM) team is tasked with supporting clients using Visa’s dispute platform (Visa Resolve Online – VROL). Support includes, but is not limited to, troubleshooting User Interface, Batch File, and API (SOAP and REST) issues. Read on though, it gets more interesting.

As a Senior Consultant in Technical Solutions, you will be responsible for providing integration and post-launch support to Acquirers, Issuers, Third Parties and internal Visa partners. You will be expected to handle escalated support requests, and work with other teams inside and outside Visa’s Client Services (CS) organization. A Senior Consultant is responsible for acting as a subject matter expert, a consultant, trainer, and mentor to colleagues across the organization.

This is not just an issue-in, issue-out kind of job. We are looking for creative troubleshooters who want to join us in our efforts to modernize how we work and to affect change throughout the organization. We are moving from a waterfall, reactionary model to an agile model where we proactively work with our clients to address their business needs.

The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Product Manager and have serious Customer Service chops.

Essential Functions

• Act as primary technical point of contact for medium to high complexity clients, stakeholders, and implementation/consulting projects.
• Manage and troubleshoot escalated technical problems, work with Development, Product, Operations, and Client technical/business teams with a high degree of independence.
• Own and drive to completion solutions for emergent or novel problems.
• Understand industry trends that affect supported products and services and how clients are impacted.
• Bring and educate on Voice of the Customer to the team.
• Provide technical implementation assistance to developers.
• Perform business analytics and performance monitoring of key client(s). 
• Educate clients on how enhancements and services benefit their business.
• Represent team to other depts: Sales, Operations, Product, and Development
• Partner with Sales to build relationships with technical/business contacts across account portfolio.
• Build deep product knowledge in VROL products and services.
• Create, edit, and distribute client notifications and communications.
• Awareness/improvement on individual and team metrics and provides metric-based insight to team. 
• Ability to visualize and communicate the story around data.
• Consultative, team-oriented, diplomatic, and results driven.
• Commit to and deliver value as part of a Scrum team.
• Commit to being part of and fostering a sense of team. 

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.

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• A track record of strong customer focus and client-facing experience.
• A self-starter with strong organization and resolution management skills.
• Strong leadership capabilities and interpersonal skills.
• Strong problem-solving skills.
• Deep understanding and experience with technical concepts.
• Curious.
• Eager to learn. Eager to teach and share knowledge.
• Excellent written and verbal communication skills.

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 6+ years of Payment Industry experience.
• 4+ years of disputes experience.
• Experience supporting Applications and Application Users.
• Scrum-certified or extensive experience with Scrum/Agile methodologies.
• Programming experience with web-based technologies. E.g., Java, HTML, XML, JSON, REST/SOAP.
• Experience with SharePoint, JIRA, and/or Wikis (Confluence).
• Experience working with cross-functional/cross-departmental teams.
• Experience with creating documentation and/or high-quality presentations.
• Executive-level written/verbal communication/interaction skills.

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.