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 Visa´s Client Services Organization 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 Visa Products and Services. 

　　Client Services Team works with issuers, acquirers, processors and merchants in country to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support and customer performance reporting.

　　Responsibilities:

　　Specific CS onboarding technical training (MS Dynamics, BI-, Explain client profile type, best practices, Client Success Tech onboarding, BID, PCR, CIB, VROL ID, RID)

　　Obtain Access to all systems required for Client Success Function (16)

　　Participate project scoping calls to determine project requirements, timelines, and cost for various initiatives (CIQ)

　　Generate Data Mining to Provide insights and guidance on in-market operational conditions through a deep understanding of local payment systems

　　Work across Client Services and other teams to ensure prompt and comprehensive resolution of client support requests and delivery of desired client outcomes, updating support documentation in the process

　　Lead planning and execution of operational initiatives, special projects, and client-driven continuous improvement plans (Support senior client success managers in updating Account Plan milestones)

　　Disseminate important operational information to clients that could affect their business (e.g., mandates, Business Enhancements, Numeric initiatives, Visa Business News articles and other ad-hoc communications)

　　Monitor Client analytics and reporting (e.g., analyzing approval or disputes management data) to identify opportunities for improvement (e.g., analyzing STIP performance and determining whether a change to a client’s STIP parameters is appropriate, working with the client to implement any agreed changes on host level).

　　Work closely with the GBO team to execute identified opportunities or campaigns and collaborate with clients to implement Visa’s best practices recommendations

　　Discuss and resolve other Client performance management issues

　　Manage client concerns and escalations

　　Coordinate, communicate and assess client readiness for mandates and other enterprise and market initiatives such as Business Enhancements releases

　　Coordinate the preparation and implementation of any agreed Visa Business Enhancements by raising Global Client Testing cases in Microsoft Dynamics, as well as for Client Configuration Management cases in Microsoft Dynamics for VCMS and Production

　　Coordinate the preparation and implementation of agreed readiness activities (e.g. programs or products) by meeting with the client and their Account Executive, creating/maintaining a case in Microsoft Dynamics to report and track on the project and monitoring Client performance after implementation

　　Provide support to the delivery of Client Implementation projects by working with the client and Client Implementation team to agree the scope and timing of projects. The Client success associate acts as escalation point if project concerns or issues need to be resolved during execution

　　Incident Alert:  In the event of an incident, Client success associates receive an Incident Alert to notify them of a disruption.

　　External Communication:  Client success associates are then responsible for managing external communication with their client throughout the duration of the disruption, providing communications to the client through established channels (e.g. sending email updates or joining bridge calls)

　　Internal Communication and Escalation:  If the Client success associate identifies a further impact through conversations with the client not already known to Visa, they will communicate and escalate this information to the Client Services Incident Manager

　　Executive Summary:  Following the resolution of an incident, Client success associates distribute the client-facing executive summary prepared by the Global Service Excellence team

　　Feedback:  Any feedback or suggested improvements received concerning Visa’s response to the incident is shared with the Director of Incident Management and channeled through the post-incident reviews

　　During a crisis, Client success associates across Visa assume the following responsibilities:

　　Distribute approved corporate messaging to clients

　　Own the response to operational or technical queries.

　　Communicate and escalate client feedback internally & Support client crisis response activities, as required.

　　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:

　　Bachelor’s Degree and at most 2 years of work experience

　　Preferred Qualifications:

　　Strong oral and written communications skills in English/Spanish

　　Project development and management experience is required

　　Backoffice and Client resolution areas experience

　　Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)Must have strong interpersonal skills (must project credibility and integrity) and a proven ability to build and maintain highly satisfied customer relationshipsAble to set priorities, influence others, and manage customer expectationsAbility to comprehend and translate complex technical issues and apply to business solutionsDemonstrated ability to articulate complex technical terms or processes into business languageDemonstrated success in customer relationship managementSelf-starter and result oriented individual, with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlinesOrganized, detailed oriented and strong task management skillsStrong oral and written communications skills in Portuguese a plusPMP Certified or Six Sigma Certifications is a PLUS 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.