What are the responsibilities and job description for the Consultant, Client Success position at Visa?
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 Consultant, Client Success within Client Services works with issuers, acquirers, fintechs, and digital partners worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day business operations, product and services support, and client optimization/performance reporting.
Job Scope
This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.
Responsibilities
- Considered the functional expert for their client's processing and operational business.
- Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, billing, and transaction processing.
- Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
- Coordinate internal resources to accomplish Visa and client objectives to 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).
- 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, 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 VisaNet business enhancements and all Visa initiatives/mandates.
- Partner with Account Executives to identify additional business opportunities.
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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
Basic Qualifications:
- 5 or more years of relevant work experience with a bachelor’s degree or at least 2 years of work experience with an Advanced degree (e.g., Masters, MBA, JD, MD).
- Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
- Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
- Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
- Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
- Proficiency providing technical and consultative support to external customers and identify business needs.
- Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
- Working knowledge of Microsoft Office.
- Excellent verbal, written, presentation and interpersonal skills are required.
Preferred Qualifications:
- 6 or more years of payments work experience with a bachelor’s degree or 4 or more years of relevant experience with an Advanced Degree (e.g., Masters, MBA, JD, MD).
Additional Information
Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.
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.
