Client Care Consultant

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

The Consultant role is a senior level member of the Dispute & Support Operations (DSO) team.  The individual contributor is responsible for supporting client training and education efforts directly related to dispute questions.  This may include regulatory reviews, assisting with client or internal audits, as well as questions from internal partners. Successful execution of dispute related projects or changes, supporting new client onboarding post implementation, ongoing training for clients, help drive various projects impacting the dispute team, assisting sales in DSO initiatives, and the ongoing health and growth of the organizational footprint within the industry.  

Candidates should be passionate, detail-oriented, and client focused with extensive experience in addressing client concerns and applying independent judgment in resolving issues and making recommendations.  

• Onboard new clients post implementation to ensure smooth transition to BAU
• Act as a consultant to clients to improve service, partnership and potential revenue gains, help train on systems, processes and disputes as necessary
• Communicate verbally or in written form directly with clients, vendors, and internal resources on a variety of topics
• Development and maintenance of a training/consulting schedule for both value added services and paid for consulting with clearly defined lines and goals for each
• Work closely with DSO leadership to provide ongoing fresh ideas and suggestions for better ways of supporting client needs and growing the business
• Offer Subject Matter Expert level expertise for all dispute related questions from internal staff, clients, executive management and other entities
• Ensure processing is consistent with all Service Descriptions and one-off processes are avoided
• Have visionary expertise to see beyond day-to-day needs in order to plan for and accommodate future requirements
• Communicate regularly to stakeholders on initiative milestones
• Provide reporting as necessary
• Maintain a high degree of knowledge on dispute processing across all product lines
• Liaison between internal quality assurance department; assist with the SSAE external audit
• Other requirements as assigned
• Work off business hours as required to support the global team

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

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• 5+ years of experience in a dispute processing or client management environment required
• Dispute processing industry experience preferred across all Visa DPS product lines
• Prior management and/or Account Management experience a plus
• Responsible for own work flow assignments and must be able to take the initiative to resolve complex problems and meet deadlines independently as well as part of a team
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers/clients and staff at all levels
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
• Excellent time management, organization, and planning skills
• Able to set priorities, influence others, and manage customer expectations
• Provide ongoing direction and analysis of trends and opportunities to improve customer/client experience
• -elf-starter with a demonstrated ability to achieve res