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Visa // credit cards
 
Sales, Full Time       Posted: Thursday, July 11, 2019
 
   
 
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JOB DETAILS
  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

Client Services provides industry-leading operational support to Visa's clients around the world. With our deep knowledge & expertise, we are a key internal partner to product & technology, bringing the voice of the customer into the design, development & successful deployment of Visa products & services. In addition to support client implementation of Visa products & services globally, ClientServices is also responsible for a host of critical services that support the broader Visa organization & clients, including: Visa Rules management, cardholder disputes, compliance, client testing & configuration, & client tools. The team also provides support for Visa's DPS, CyberSource & Authorize.net businesses. Across time zones & borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer & merchant. We are trusted partners to Visa's clients, providing expertise to support & successfully grow their business. Global Client Support Services works with issuers, acquirers, processors & merchants worldwide to develop & deliver the support model for Visa This includes day-to-day operations & product support, back office support & customer performance reporting.

Job Scope

This is an individual contributor role responsible for identifying & resolving issues of moderate complexity. This position is at an intermediate professional level & requires strong execution & analytical abilities. This role works independently & receives minimal guidance.

Responsibilities

  • Provide information & direction to clients regardingVisa products, tools & services, Visa rules, integrated billing andtransaction research.
  • Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support & system enhancement support.
  • Coordinate internal resources to accomplish Visa & client objectives, & ensureprocessingsystemperformancestandardsaremet & that the client perspective is represented within theorganization.
  • Stay current with industry & client trends & maintain
    a working knowledge of Visa products & services.
  • Proactively work with the client to identify strategic
    opportunities & operational cost efficiencies, manage moderately complexassignments that are diverse in scope, & search out appropriate coursesof action.
  • Research & resolve client's business & transaction
    processing & billing issues by obtaining & examining all relevant
    information to determine cause & facilitate resolution.
  • Identify & analyze processing issues with client impacts; consistently communicate situational status & resolution; advise on SLA performance both internally & externally as appropriate.
  • Support biannual business enhancements & all Visamandates.
  • May require after hours support for client or Visa needs.
Qualifications

Basic Qualifications

  • 2 years of work experience with a Bachelor's Degree or
  • Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications

  • 3 or more years of work experience with a Bachelor's Degree or
  • More than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • Must be a self-starter with proven abilities in
    organizational, conceptual, & logical problem solving
  • Customer focus with proven ability to establish
    productive working relationships with staff & management at all levels
  • Ability to set priorities & manage customer
    expectations, & work both as part of a team & independently
  • Strong technical aptitude with the ability to absorb
    technical information & apply it to business solutions
  • Working knowledge of Microsoft Office
  • Strong verbal, written, presentation & interpersonal skills are required
Additional Information

Essential Functions

  • Build deep relationships internally as well as with assigned client'sline of
    business.
  • Embrace technology & develop a deep enough level of understanding of transaction flow, supporting systems & basic system architecture in order to confidently navigate through conversations with technology / support teams & report key executive & client status updates related to platform changes and/or operational issues
  • Proactively manage internal stakeholders to ensure a level of accountability, accuracy & responsiveness for client facing deliverables
  • Consistent ability to clearly & concisely summarize complex technical concepts, ideas, issues to Sr. Managers. Understand when & how to escalate.
  • Build & maintain relationships with internal counterparts to drive a collaborative, customer-first culture & to hold yourself & others accountable for responsiveness, delivery & lessons learned
  • Familiarity with using a CRM system to ensure appropriate tracking of issues & visibility of accountplans for internal stakeholders
  • This position will not quality for relocation assistance
Work Hours:
Incumbent must be available during core business hours
Travel:
This position requires the incumbent to travel for work up to 10%

Physical Requirements

This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, reach with hands & arms.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

 
 
 
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