Description
This individual contributor role involves solving complex problems and identifying innovative solutions.
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.
- Coach new staff and identify training opportunities.
- Escalate issues to department management when necessary.
- Assist in leading department projects and initiatives.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications:
- 3 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant 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)
- Fluent in Spanish, English and Portuguese
- Experience in customer support role in financial services or payments card industry
- Excellent troubleshooting skills