Description
This individual contributor role involves solving complex problems and identifying innovative solutions. The consultant will operate independently, receiving guidance only in very complicated situations.
Responsibilities:
- Deliver high-value customer service to Visa clients and staff to exceed expectations and advocate for clients.
- Collaborate proactively with Clients to identify efficiencies, customer impacts, and required actions, maintaining communication through completion.
- Advocate for Visa Clients to internal stakeholders including Client Success Managers, Sales, Product, Systems, Risk, and Legal teams.
- Lead complex cross-functional initiatives between clients and internal teams.
- Coordinate resources to achieve Visa and client goals.
- Resolve client inquiries promptly and maintain updated support documentation.
- Build strong relationships with key clients and stakeholders.
- Represent clients within Visa to prioritize enhancements.
- Identify operational improvements to boost service quality and efficiency.
- Report project accomplishments to senior management.
- Act as a liaison, providing problem management and system enhancement support.
- Educate clients on best practices.
- Manage complex change requests, negotiating and managing expectations.
- Serve as an escalation point for complex issues.
- Notify clients of critical problems or maintenance outages.
- Stay informed about payment industry trends and Visa products.
- After hours support as needed.
- Domestic travel may be required.
Secondary Responsibilities:
- Coach new staff and identify training opportunities.
- Escalate issues to department management when necessary.
- Assist in leading department projects and initiatives.
Requirements:
- 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
- Excellent communication skills (written and verbal).
- Strong analytical and problem-solving skills.
- High attention to details.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Customer-focused mindset with an ability to empathize with clients and resolve issues efficiently.
- Understanding of credit card processing, payments gateways, and related technologies.
- Sound business decision-making, goal setting, and achieving high-quality operational results.
- Prioritization and management of customer expectations, both in team and independent settings.
- Developing and managing adaptable plans in changing environments.
- Excellent interpersonal skills with a proven record of customer satisfaction.
- Solid organizational, conceptual, and logical problem-solving abilities.
- Strong relationship management, strategic thinking, and problem-solving skills.
- Ability to establish productive working relationships.
- Efficient in Microsoft office (Outlook, Excel, Word and Power Point).
- Mastery of English; fluency in additional languages is a plus depending on the region (European, CEMEA, LAC).
Benefits:
- Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program