Job Description
Company Description
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.
Progress starts with you.
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 Visa products and services. In addition to support client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.
We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Client Success Consultant does at Visa:
The role requires the candidate to lead key strategic initiatives with Issuers, Acquirers, Merchants and Processors (Visa clients) with the focus on delivering the value of VisaNet into their payments business. The role is primarily an individual contributor expected to design, create and execute key market strategies that focus on enabling Visa clients to activate key capabilities in core areas of card center operations, card management systems and digital solutions. The primary market scope is Brazil, the role will be based in Brasília, and it requires you to:
- Support in the delivery of all key enterprise initiatives by engaging with country team, cross-functional teams and clients primarily in the Brazilian market (core business, digital initiatives, system mandates, and so on).
- Actively work with clients in leading and influencing them to perform required calibrations to their system, operational procedures, understanding of Visa rules, etc. in order to be in-line with regional and global best practices to increase or optimize their card payment business profitability.
- Support key initiatives and ensure all clients are up to speed with their VisaNet operational and technical knowledge by designing and executing comprehensive client training programs that include coverage new clients’ onboarding, intermediate and advanced level of VisaNet knowledge.
- Lead conversations involving cross-functional Visa organizations, country teams and clients in developing a capability and solutions-based approach that is critical to the implementation of new Visa products and services.
- Manage and drive key internal and external stakeholders in adeptly resolving critical issues on the ground independently and without the proximity of peers/colleague in the hub.
- Be the main escalation point of issues affecting client processing and connectivity to VisaNet.
- Assume the role as a Consultant and Subject Matter Expert to both internal and external stakeholders and demonstrate a high degree of flexibility as well as agility in developing win-win situations and designing approach on successful delivery of key projects, addressing complex issues and challenges that relates to core business growth and digital deployment initiatives.
- Lead and contribute in important regulatory discussions by delivering workshops tailored for decision-makers aimed at educating participants on VisaNet Operations. To use these meetings as opportunity to clearly articulate the value, reliability and security of Visa products/services to the country.
Why this is important to Visa:
Client Success Consultant is a critical function in Visa. We are the subject-matter-experts to deliver best-in-class client services from operational perspective. You will work very closely with the country team as part of supporting the country’s and account teams’ Multi-year strategy. 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.
Projects you will be a part of:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
- Working with various teams to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients
- Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
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:
Bachelors/Degree or equivalent experience.
Typically requires a minimum of 6-10 years of experience in a customer support role in software, financial or information services, or with at least 5 years knowledge on payment systems services is required.
Local market and regulatory knowledge (Brazil) and functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services.
Working knowledge of Visa systems including authorization and clearing systems, client connectivity, Visa Settlement Services, Visa dispute processing
Working knowledge of payments network and processing services - message routing, STIP, clearing and settlement.
Strong interpersonal skills and proven abilities in negotiating with and influencing customers 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.
Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.).
Excellent time management, project management, organization, and planning skills.
Able to set priorities, influence others, and manage customer expectations.
Demonstrate success in customer relationship management.
Proficient in English.
Excellent verbal, written, presentation and interpersonal skills.
Demonstrated ability to articulate complex technical terms or processes into business language.
What will also help:
Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
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.
