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 Client Success Consultant – Shared Services is an individual contributor role responsible for the day-to-day operational needs for multiple clients within a shared service support model.

This role serves as a technical and functional specialist and works independently with guidance in more complex situations.
 

• Provide high value service support on day-to-day items to Visa Clients (Issuers, Acquirers, Partners, Fintechs etc) to ensure customer expectations are exceeded, advocate on behalf of the clients
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Support inquiries related to Visa products and services
• Provide predefined 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).
• Coordinate, communicate and govern all activities for client readiness for mandates, enterprise and market initiatives, including, but not exclusive to, Business Enhancements.
• Support client implementation projects and liaise with other teams to ensure requirements are understood
• Prepare and perform regular operational reviews with clients (as relevant for the clients served from the shared service)
• Increase client’s adoption to Visa Self Service tools and ensure client’s compliance with Operational Resilience
• Provide information to clients of upcoming product and service changes that require client planning
• Disseminate approved Corporate Communications messages to clients and maintain ongoing interaction with clients to meet their specific needs throughout a crisis event, coordinating and escalating queries where appropriate
• Provide leadership and communication. Responsible for escalating to department management when issues arise that might jeopardize problem resolution
• Considered the operational liaison for client’s processing, operational business and escalation needs, coordinating internal stakeholders as needed across Sales, Risk, Treasury and CS teams
• Coordinate internal resources to accomplish Visa and client objectives
• Build and enhance positive working relationships with clients and internal stakeholders
• Stay current with industry trends and maintain a strong knowledge of Visa products and services.
• Identify opportunities to optimize Authorization, billing and dispute performance management.
• Review cases raised alongside client feedback to make recommendations within Visa for improvement
• Develop and maintain internal reporting dashboard for different management levels
• Develop and provide presentations to internal and external stakeholders as needed
• Present regular customer and departmental reporting for tracking customer or service issues
• Present client analysis to peers and leadership
• Assist in coaching new staff and recognize training opportunities for all staff
• Occasional on call support and weekend hours
• As a senior consultant the below are key requirements and expectations
  • A self-starter who takes the initiatives to not only deliver expected activities, but also look for opportunities to improve and optimize the services, practices, policies and procedures delivered from the Shared Service
  • Support management updates and reporting
  • Work independently with limited supervision
  • Will be expected to be responsible and drive end to end, small projects/ initiatives and provide guidance to others within the organization
  • May coach and review the work of others on the team
  • Ability to plan, manage and monitor moderately complex problems.

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.