Sr. Consultant, Service Experience

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

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. CS works with issuers, acquirers, processors, FinTechs, and merchants worldwide to develop and deliver the support model for Visa Inc.  This includes day-to-day operations and product support, back-office support, and customer performance reporting. 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, and enabling our client facing teams to deliver and scale new products like Visa Direct in the market.

Visa Direct CS Mission: Visa Direct is a payment service that facilitates fund transfers/disbursements to cards, wallets, and accounts around the world using push payment technology.  Through close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders, we ensure the delivery of the essential knowledge, processes, tools, and insights that support our clients with the adoption and ongoing success of their Visa Direct business.

Senior Consultant, Global Service Experience

This role will focus specifically on Visa Direct and Alias Directory Service – a payment service that Visa provides to facilitate fund transfers/disbursements to cards, accounts, and digital wallets around the world using push payment technology and account aliases like email addresses and mobile phone numbers.

The Senior Consultant for Global Service Experience will have a good mix of business, functional and technical knowledge. This is an individual contributor role with global reach collaborating and supporting Client Services, Product, and Technology teams across all markets.

The ideal candidate will be well versed in money movement, and can work independently with limited supervision for moderately complex projects and initiatives. Strong candidates are self-motivated, adapt quickly to change, have the ability to learn, and are willing to challenge and ask questions in order ensure an optimized client experience.

In this role, you are expected to:

• Understand how aliases are used in money movement transactions globally
• Engage early in the product development process to provide input to design, development, implementation, client engagement and support processes
• Develop strong partnership with Global Visa Direct Product Development, Technology and Regional and Global Client Services teams located in Visa hubs across the world including London, Dubai and Singapore
• Lead cross-regional and/or cross-functional Visa Direct initiatives that may impact clients and client services teams from a business operations perspective including changes to current products and implementations of new products
• Accountable for ensuring regional and global teams have a view into the initiatives including anticipated impacts and proactively soliciting input and feedback from global and regional partners
• Develop necessary training documentation and artifacts to ensure effective training and knowledge transfer to all affected CS teams to ensure they can execute the strategy with the clients
• Capture and prioritize issues that prevent supporting clients at scale and ensure a feedback loop into Product and Technology
• Be a Visa Direct subject matter expert in the Client Services team including knowledge of the APIs, VisaNet processing, implementation guides, client integration options, deployment, and post-production support

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.

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Requires 7-10 years’ experience in customer support, product/project management or product development in the payments industry
• Strong knowledge of Visa products and services including working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Organized self-starter, result oriented, and a passion for scaling new products
• Customer focus with validated ability to establish productive working relationships with staff and management at all levels
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Sharepoint, Teams etc.)

Additional Information

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 113,100.00 to 164,050.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.