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

Visa has an exceptional opportunity for an individual experienced in using Visa Resolve Online (VROL) or similar dispute systems to take the next step in a dynamic and impactful role within the Client Services organization. As a Consultant in the Technical Solutions team, you will provide in-depth technical support to resolve client issues and offer consultancy services across all VROL products and services.

The Technical Solutions team, at level 3 of the support model, resolves complex issues and provides day-to-day support to clients in the financial payments ecosystem. You will take ownership of client issues, working collaboratively with internal and external parties to ensure their expectations are exceeded. The issues you will address may range from unexpected user interface problems when processing disputes to resolving API queries related to the Real-Time System Interface (RTSI), an API-based solution provided by VROL for managing and processing disputes in real-time.

Visa seeks a dedicated and skilled professional ready to make a significant impact by supporting and enhancing the client experience with Visa Resolve Online. This is a unique opportunity to join a team of subject matter experts and contribute to the continuous improvement of support processes and procedures, ensuring Visa remains at the forefront of digital payments. If you are passionate about delivering excellence and eager to grow in your career, we would love to hear from you!

What we expect of you, day to day:

• Proactive Issue Management: Take ownership of client issues from start to finish, ensuring their expectations are exceeded by utilizing exceptional problem-solving skills to resolve technical problems related to Visa Resolve Online (VROL) and RTSI.
• High-Quality Support: Provide timely and high-quality support via phone and email, ensuring exceptional customer satisfaction, and maintaining accurate records of issues, solutions, and interactions in the case logging tool.
• Effective Collaboration: Collaborate closely with internal technical teams to escalate and resolve complex issues, and communicate effectively with clients' technical and customer service teams.
• Continuous Learning: Stay current with industry developments and enhance your technical expertise through self-directed learning, contributing to the continuous improvement of support processes and procedures.
• Strong Relationships: Develop and maintain strong working relationships with external and internal clients and key stakeholders, including Client Success Managers, Product, Ops, and IT, to achieve high client satisfaction metrics and manage workflow assignments independently.
• System Enhancements: Identify and advocate for system enhancements based on client and business needs, and follow through on these enhancements.
• Mentoring and Training: Train and mentor team members across the Client Services organization, particularly in level 1 and level 2 support functions.
• Prioritization and Multi-tasking: Effectively prioritize and multi-task under deadlines, managing technical communications with clients' technical teams and customer services teams.
• Technical Expertise: Proactively acquire and enhance necessary technical expertise for the role, staying current with industry developments.

Qualifications

What we’re after…

• Proven experience of using/supporting Visa Resolve Online and/or RTSI
• Proven experience in a customer support role in financial services
• Proven experience of processing systems and services, and their practical application
• Proven ability to manage complex technical systems across multiple products, platforms, and services.
• Ability to comprehend and translate technical information and apply to business solutions
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
• Strong verbal, written, presentation and interpersonal skills are required
• Able to set priorities, influence others, and manage customer expectations
• Languages preferred but not required
• Ideally educated to degree level, or equivalent. 
• Understanding of API’s preferred but not essential

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.

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.