At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

NOTE:  This is not a Sales position.  

NA Client Services works with issuers, acquirers, processors and merchants in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, operational account planning, back office support and customer performance reporting. 

This is an experienced individual contributor role dedicated to Super Regional Clients responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

Essential Functions

Primary Responsibilities:

• Provide high value customer service support on day-to-day items to Visa Super Regional Clients and internal staff to ensure customer expectations are exceeded; advocate on behalf of the clients
• Partnering with the Sales Account Executives to support new business development opportunities.
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation and clients.
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans
• Serve as an escalation point for complex issues
• Proactively notify clients regarding any widespread or business critical problems with the application, as well as scheduled periodic maintenance outages
• Stay current with the payment industry and client trends as well as maintain a strong knowledge of Visa products and services.
• Partner with assigned Account Executives to identify additional business opportunities.
• Will provide coaching to lower level roles on existing team and act as subject matter expert when needed
• On call support and possible weekend hours
• Domestic travel may be required

Basic Qualifications:

• 8 years of work experience with a Bachelor’s Degree or at least 6 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 2 years of work experience with a PhD

Preferred Qualifications:

• 10-12 years of work experience with a Bachelor’s Degree or 
• 6-8 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 4+ years of work experience with a PhD
• A minimum of 6 years of successful experience in progressive leadership roles with Client facing accountability in the Payments industry
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment
• Functional experience in bankcard operations, supporting highly complex clients and/or services
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Demonstrated ability to strategically lead cross functional teams through high impact complex business issues that do not have precedent
• Working knowledge of payment systems including authorization & clearing systems, client connectivity, and settlement services
• In-depth knowledge of payments network and processing services
• In-depth knowledge of Client business drivers for their operations and processing businesses
• Excellent knowledge of key technical specialties supported
• Demonstrated experience with technical and/or sales account management
• Demonstrated success with clients through strategic and consultative approach leveraging analytical tools and processes
• Oversees the development of strategies and programs and action plans, aligning efforts of the Client Support organization with other key Visa stakeholders
• Establish and fosters relationships with Client and internal stakeholders at all levels of staff and senior management
• Develops and ensures execution of support strategies to support Client Sales in sales efforts, setting service standards as required for the implementation and support of market specific products and services
• Strong skills in Excel for data analysis.
• Advance Power point for professional presentations.
• Excellent verbal, written, presentation and interpersonal skills required.
• Understanding of basic accounting principles including cost allocation methods a plus

Work Authorization: Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

Work Hours

• Incumbent must make themselves available during core business hours.

Travel Requirements

• This position requires the incumbent to travel for training or team meetings 20% 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, and reach with hands and arms.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.