Job Description And Responsibilities
The global client support group works with locally deployed client service experts to develop and deliver the support model for Visa issuers, acquirers, processors and merchants worldwide.
This includes day-to-day operations and product support (Level 2), back-office support and customer performance reporting.
This role is an individual contributor with a primary focus on execution. This position is at the professional level and serves as a technical / functional specialist and is involved in solving complex problems.
This position receives a minimal level of guidance and supervision and will act as a mentor to other team members.
Respond to complex operational service and support inquiries from Visa client institutions.
Provide information and direction for customers regarding VisaNet Core Application Services, General Transaction Research, Billing, User ID and similar queries.
Assume appropriate decision-making authority to ensure flawless execution against clients’ needs.
Log service requests plus resolutions in a timely and accurate manner for call or problem tracking and knowledge base software applications.
Perform transaction and process research to analyze potential technical or operational problems or issues.
Work with stakeholders within CS (Client Services) and non-CS organizations to resolve client issues.
Stay current with industry and client trends and maintain a strong knowledge of Visa products and VisaNet services.
Represent complex customer operational requirements, negotiate and manage expectations internally and externally.
Develop and manage short term operational initiatives, special projects and client-driven continuous improvement plans.
Develop process improvement procedures to improve operational efficiency.
Be accountable for delivering against commitments to clients, ensure client satisfaction and reasonable resolution time.
Contribute to the functional and regional goals execution.
Organized in tasks and activities.
Provide mentoring and Subject Matter Expert support to other team members.
Passion for results as demonstrated by :
Analyze current process standards and metrics in order to provide solutions for improvements
Stretching the bar on agreed upon objectives
Active participation in meetings, contributing ideas to ensure a positive outcomes
Willingness to take on new challenges, explore new ideas and be flexible in handling expanded job scope
Bachelors / Degree or equivalent experience. Typically requires a minimum of 5-6 years’ experience in a customer-facing role in software, financial or information services.
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
High knowledge of VisaNet Integrated Payment (VIP) and BaseII systems, EMV and 3DS.
Working knowledge of tokenization and electronic payments landscape is a plus
Proficiency providing technical and consultative support to external customers and confidant when speaking to clients or internal stakeholders
Knowledge in payment systems or worked in Vendors / FIs to develop applications for the payments industry
Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
Advance knowledge in Microsoft Office especially MS Excel
Excellent verbal, written and interpersonal skills are required.
Language proficient in English
Knowledgeable in French (reading, writing and speaking) language - advantage but not mandatory.
Candidate must have the ability to travel.
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.
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.