Consultant, Client Success

Company Description

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.

Job Description

Team Summary

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 and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

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

What a Manager, Client Services does at Visa:

As a consultant, you will be leading Client Services operational engagements for Visa clients.  This position requires execution, analytical skills, and client relationship abilities. This role works independently.

Responsibilities:

• Act as liaison for the client and provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.  You will be required to act as the CS liaison to coordinate internal CS resources to accomplish Visa and client objectives.
• 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 and settlement, back-office processing)
• Represent complex customer change requests, system or operational requirements, negotiate and manage expectations internally and externally.
• Partner with assigned Account Executives to identify, capture and deliver additional value-added services opportunities specific to CS.
• Advocate on behalf of clients to internal stakeholders including AE, CS, MSA, Product and Risk and to expedite resolution and implementation of solutions achieving highest possible degree of client satisfaction with a view to enhancing the client’s Visa experience.
• Work with our clients to manage assignments such as client initiatives, or change requests that are diverse in scope, and determine the appropriate courses of action to deliver.
• Deliver support for Visa’s biannual business enhancements and Visa mandates.
• Assist in incident management, identifying processing problems and client impacts, communicate ongoing situation status and resolution.
• Coordinate 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.
• Identify additional business opportunities for clients, drive value-added services and new payment flows to increase service quality and revenue.
• Stay current with industry and client trends and maintain a working knowledge of Visa products and services.
• Identify and implement opportunities to improve the client experience by streamlining operational processes.
• Undertakes other duties and tasks assigned by your manager.

Why this is important to Visa

Client Success is a critical function in Visa.  We are the subject-matter-experts to deliver best-in-class client services from operational perspective. This role will also provide the opportunity shape how we lead the management of our clients through support and input into the tools, capabilities and processes that impact the client experience. This enables us to deepen our partnership with our clients and bring value to their business.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

What you will need

• Bachelor’s degree or equivalent experience. Requires a minimum of 8+ years’ experience in a customer support role in financial services, payment card, software or information services and progressive leadership experience
• We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate, you should have:
• Bachelor’s Degree or equivalent qualification
• Minimum 4-6 years of experience in a customer support role in software, financial or information services, or with at least 2 years knowledge on payment systems services
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
• Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving
• Customer and business 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
• Excellent time management, project management, organization, and planning skills
• Communications skills both verbal and written in Mandarin to support a portfolio of clients from North China
• Excellent presentation and interpersonal skill are needed.

What will also help:

• Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement Service
• Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
• Demonstrate success in client relationship management

Additional Information

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.