Senior Consultant, Client Success

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

National Client Services works with the largest financial institutions in North America to develop and deliver the support model for Visa Inc. This includes day-to-day operations, product support, back office support, and customer performance reporting. This role is part of the Bank of America Account Management team in Client Services. As part of the Account Management team this individual would be responsible for managing Bank of America’s Debit Issuing line of business.

This is an experienced individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

• Considered the functional expert for their client's processing and operational business.
• Provide insight and input within cross functional Visa organizations for new or changing products and services which may impact their clients, including Visa rules, integrated billing, and transaction research.
• Act as liaison for the client provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
• 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. 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 & settlement, back office processing).
• Stay current with industry and client trends and maintain a strong knowledge of Visa products and services. Represent complex customer change requests, system, or operational requirements negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects and client-driven continuous improvement plans. Identify and analyze processing issues with client impacts consistently communicate situational status and resolution advise on SLA performance both internally and externally and develop improvement plans to address chronic client problems.
• Support biannual business enhancements and all Visa mandates.
• Partner with assigned Account Executives to identify additional business opportunities.
• Perform ongoing proactive operational reviews to include billing and transaction processing.

Essential Functions

• Provide high value customer service support on day-to-day items to ensure customer expectations are exceeded, advocate on behalf of the clients
• Partnering with the Sales Account Executives to support new business development opportunities.
• Visionary expertise identifying efficiencies and the tools and applications related to those efficiencies.
• Lead complex cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish Visa and client objectives
• Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines
• Build and enhance positive working relationships with key clients and internal stakeholders
• Independently formulating decisions that may have significant operating and financial impact to Visa initiatives, reputation, and clients
• Represent client perspective within Visa organization to ensure enhancements are prioritized
• Report customer project accomplishments and deliverables to senior management
• Act as liaison for the client provide problem management, proactive identification of processing efficiencies, and system enhancement support
• Educate and train clients on best practices for all supported services
• Represent complex customer change requests, system or operational requ