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Visa // credit cards
   Posted: Thursday, October 03, 2019
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  Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

This is a client facing & an individual contributor role responsible for managing configuration activities with mid to high complexity along with identifying & resolving issues of moderate complexity & taking a broad perspective to identify innovative solutions. This position is at a professional level & requires strong execution & analytical abilities. This role works independently & receives minimal guidance, with guidance only in the most complex situations. Responsibilities also include proactively looking for opportunities to improve processes to further increase team's efficiency & effectiveness.

  • Provide dedicated implementation & configuration support to assigned Visa clients within a market and/or support to assigned countries/markets.
  • Manage multiple types of configuration requests in support of client & Visa initiatives. Such as the addition of new system parameters to rollout a new service. This involves the coordination & prioritization of resources & tasks based on committed deliverable dates.
  • Meet all milestones & deliverables in a timely manner.
  • Coordinate directly with clients to understand program set up requirements & manage steps required to support all new card program installations, processor conversions & updates to existing programs without customer impact. This includes the setup of new products & services.
  • Provide initial consultation & guidance on clients' requests & needs, which also includes discussion of processing implications & completing questionnaires.
  • Review, research, & analyze each client configuration request (i.e. Client Information Questionnaire) in detail to ensure completeness & accuracy. This includes highlighting discrepancies, inconsistences & incomplete information.
  • Ability to translate technical information to business language in order for clients to gain a better understanding of the changes.
  • Participate and/or Lead conference calls associated with client configurations - this may include internal and/or external clients.
  • Ensure execution of all deliverables including ownership of implementation & packet management.
  • Prepare accurate estimation & processing of billable tasks.
  • Attends project kick off meetings with client & Visa project team.
  • Prepare & maintain configuration checklists/profiles associated to assigned clients and/or markets.
  • Provide problem resolution support for production & testing configuration changes.
  • Report client incidents & manage to resolution.
  • Provide 24 x 7 support for escalated inquires related to client configuration changes (i.e. cardholder declines from a new card program set up or testing interruptions).
  • Responsible for the review & approval of other team members' implementation work packets. These work packets represent the Visa system table changes involved within a client's request & requires a review in multiple Visa applications.
  • Provide responsive, accurate, & timely communications to internal & external stakeholders.
  • Negotiate amongst various Visa teams & coordinate resources to ensure delivery on commitments.
  • Facilitate any emergency requests & coordinate internal resources (i.e. real time changes with network operations).
  • Build & enhance positive working relationships with Visa clients & internal stakeholders (i.e. Account Management, Project Management, & Testing).
  • Represent customer system & operational requirements to internal Visa organizations.
  • Provide training (and share knowledge) to internal and/or cross-functional teams & external clients, as applicable.
  • Contribute to department processes & procedures.
  • Bachelor's degree in Business, Finance, Computer Science, or Information Technology, or a minimum of 8years' equivalent work experience in a customer support role in software, financial or information services. Excellent verbal, written, presentation & interpersonal skills are required
  • DB2 SQL, VBA (Visual Basic for Applications) with Microsoft Office products such as Excel, Word, Outlook, Access, etc.
  • Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
  • Experience using CCM applications & tools (e.g. CORE, CONFIG, VbVCIS, RDMS) is preferred. Able to set priorities, influence others, & manage customer expectations

  • Demonstrate success in customer relationship management. Self-starter with a demonstrated ability to achieve results as part of an effective team, & ability to prioritize effectively & multi-task under deadlines.

  • Working knowledge of client business drivers as it relates to their operations & processing services. Ability to follow complex processes, procedures & adjust to a continuously changing environment.

  • Able to remain calm & professional in high stress situations. Requires ability to train others effectively. Proactively expanding industry knowledge.

  • Demonstrate ability to articulate complex technical terms or processes into business language.

  • Demonstrates strong consultative skills within areas of expertise.Shows strong expertise & specialized knowledge in areas of responsibility & tools required to support client configurations.

  • Ability to comprehend & translate complex technical issues & apply to business solutions.

  • Excellent verbal, written, presentation & interpersonal skills are required. Excellent time management, organization, & planning skills are essential.

Additional Information

At Visa, your individuality fits right in & we embrace inclusion & diversity of thought. We are committed to creating the kind of workplace where you want to be & we can facilitate a range of flexible working arrangements for you.

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