Client Resolution 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

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. Client Services is accountable for delivering a world class service experience to our clients that begins pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success. We operate in 50 locations across the globe and operate as trusted partners to Visa’s clients, providing expertise to help our clients successfully grow their business.

Essential Functions

Client Resolution is responsible for providing issue resolution for Visa Clients across a broad spectrum of complex issues, client segments and lines of business. The team is comprised of several hundred people located across the globe in 9 countries. The current service model is being transformed to reduce issues, speed up resolution and drive the highest quality outcomes for clients.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Scope

The Client Care Consultant serves as a functional/technical expert, working independently with guidance only in complex and unconventional situations.

Responsibilities

• Coordinate with 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.

• 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 and 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.

• Manage a range of moderately complex problems of diverse scope, identifying appropriate courses of action, and driving them to completion, coordinating with internal resources to accomplish Visa and client objectives.

• Provide guidance on Client processing strategies, environments, interfaces and business priorities.

• Support biannual business enhancements and all Visa mandates

• Partner with assigned Account Executives to identify additional business opportunities

• Work proactively with Clients to identify operational efficiencies, determine customer impacts and required actions, and collaborate with Client on ongoing status through completion.

• Collaborate with Client to complete Client-required actions including digital certificate renewals, capacity planning, business enhancement readiness, and other actions needed to maintain processing systems. 

• Work closely with Technical Account Managers, Client Success Managers, Project Managers, Client Configuration teams, Licensing, and Sales to understand Client objectives and to seek out solutions. 

• Advocate on behalf of all Visa Clients to internal stakeholder organizations including CS, Sales, Product, Systems, Risk and Legal.

• Coordinate with other Visa teams to expedite the resolution and implementation of solutions to ensure that all Visa products and services operate at the highest level of performance.

• Maintain relationships with internal and external Clients to understand local market needs and trends, and gain insight on the need to enhance support approach.

• Establish and foster relationships with Clients and interna