Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Client Services 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, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. Client Services is accountable for delivering a world class service experience to our clients that begins pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success. We operate in 50 locations across the globe and operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

Essential Functions

Client Resolution is responsible for providing issue resolution for Visa Clients across a broad spectrum of complex issues, client segments and lines of business. The team is comprised of several hundred people located across the globe in 9 countries. The current service model is being transformed to reduce issues, speed up resolution and drive the highest quality outcomes for clients.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Scope

The Client Care Consultant serves as a functional/technical expert, working independently with guidance only in complex and unconventional situations.

Responsibilities

• Coordinate with 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.

• 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

• Partner with assigned Account Executives to identify additional business opportunities

• Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.

• Collaborate with Client to complete Client-required actions including digital certificate renewals, capacity planning, business enhancement readiness, and other actions needed to maintain processing systems. 

• Work closely with Technical Account Managers, Client Success Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions. 

• Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal.

• 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.

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
• 5 or more years of relevant 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

Preferred Qualifications
• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Bachelor’s degree and seven or more years of experience in the financial services, payments, software, or information services industry
• Expert level knowledge of Visa’s systems including authorization and clearing systems, disputes, rules, and processing platforms is preferred
• Strong relationship management, strategic thinking, and problem solving skills needed in order 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
• Ability to set priorities and manage customer expectations (internal and external), working both as part of a team and independently.
• 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.
• Fluency in Spanish and English is required. Portuguese is a plus.

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 78,400.00 to 113,750.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.