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 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 and technology, bringing the voice of the customer into the design, development, and successful deployment of superior support model for our clients.  This includes day-to-day operations and product support, back-office support, Visa Rules management, cardholder disputes, compliance, client configuration, and customer performance reporting. 

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

　　What a Client Resolution Consultant does at Visa:

　　As a consultant, you are responsible for providing operational assistance to Clients and their line(s) of business, managing a wide range of moderately complex problems of diverse scope, identifying opportunities to improve Client performance along with the appropriate courses of action, and driving issues as well as opportunities through to completion. This role requires you to provide consultation level expertise to internal and external clients on Digital Products such as Visa Token Services, Visa APIs, Visa Secure or 3DS and Visa Developer Platform.

　　In this role, you are expected to:

　　Identify, troubleshoot, and resolve queries relating to the Application Programming interface (API), XML files, SOAP REST and JSON messages to support System Interface

　　Identify, troubleshoot, manage, and resolve moderately complex technical, processing, application usage, or business issues to exceed customer expectations, interfacing with Product Development, Product Management, and Operations teams.

　　Act as the voice of the client to other internal groups, including the Product and Technical teams.

　　Proactively resolve, own, and manage stakeholder communication on all business and technical problems on digital products.

　　Understand customer needs, business requirements as well as priorities to develop solutions and recommendations based on business needs.

　　Stay current with industry and client trends and maintain a strong knowledge of Visa products and services.

　　Support biannual business enhancements and all Visa mandates.

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

　　Work closely with internal stakeholders to understand Client objectives and to seek out solutions. 

　　Why this is important to Visa

　　Client Resolution is a critical function in Visa.  We are the subject-matter-experts to deliver best-in-class client services from operational perspective.  This role will also provide the opportunity for you to be Visa’s advocate as well as the voice of the clients.

　　This enables us to deepen our partnership with our clients and bring value to their business.

　　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 What you will need:

　　We are looking to hire candidates who have already accumulated a variety of experience, you will be curious about the payments industry, results-driven and client-centric. As a candidate you should have:

　　Bachelor’s degree or equivalent experience.Minimum 8 years of experience in a customer support role, financial or information services, or with at least 6 years knowledge on payment systems services is required. Technical:

　　Working knowledge of Visa systems including authorization and clearing systems, dispute cycle and process, client connectivity, Visa Settlement ServiceUnderstanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML, and SSL Mutual AuthenticationWhile this is a customer service role (not IT), experience in troubleshooting complex web applications, API gateways, and integration or environment issues is a plus.Knowledge using application tools such as SplunkStrong technical aptitude with the ability to absorb technical information and apply it to business solutions.Working knowledge of Microsoft Office Business:

　　Self-motivated with the ability to work under pressure with a diplomatic approach and customer service focus, while possessing a collaborative teamwork spirit and proven abilities in organizational, conceptual, and logical problem solving.Customer focus with proven ability to establish productive working relationships with staff and management at all levels.Ability to set priorities and manage customer expectations, and work both as part of a team and independently.Effective verbal, written, presentation and interpersonal skills are required. Strong presentation skills will be a plus.

　　What will also help (Preferred Qualifications):

　　Demonstrate success in client relationship management. Additional Information Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.