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.

1. Purpose

Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.
This is an individual contributor role responsible for solving complex operational problems with designated clients and taking a broad perspective to identify clients’ operational performance improvement opportunities and adoption of innovative solutions implementation. This role serves as a functional specialist also focusing on building and extending client relations (operational) and works independently with guidance only in the most complex situations.

2. Principle Responsibilities/Key Results Area

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 designated clients’ processing and operational business.

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.

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 transaction performance (including authorization, clearing & settlement, back office processing).

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.

Contribute and manage execution of country strategy, 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 biannual business enhancement releases and all other Visa mandates&requirements’ fulfilment.

Perform ongoing proactive operational reviews with designated clients.

Partner with assigned Account Executives to identify additional business opportunities.

Establish and extend relations with key internal and external (clients) contacts to ensure operational business continuity, operational performance improvement and execution of country priorities.

Actively contribute to the effectiveness of the Team by supporting and co-operating with colleagues and providing cover during periods of absence.

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.

Required Experience (education, skills - professional/technical/business)
• Bachelors/Degree or equivalent work experience. Typically requires a minimum of 3-5 years progressively responsible experience in customer service, project management and technical support role in the financial or information technology industry,
• Ability to present technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Detailed knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, EMV and Visa Integrated Circuit (VIS) technical specifications so that second level technical support can be provided to clients and internal teams.
• Detailed knowledge of the electronic payments landscape including mobile and internet payments is a plus.
• Exhibit advanced planning, organizational and problem solving skills.
• Excellent verbal, written, presentation and interpersonal skills are required.
• 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 teamwork spirit
• English and Russian languages are necessary.